KEY RESPONSIBILITIES: Responsibilities include but are not limited to:
- Hire technical analysts and monitor their performance against established goals and standards, and take corrective actions when appropriate
- Administer QA reviews for assigned direct reports to assess the soundness and thoroughness of customer support engagements
- Schedule the work of the technical analysts and manage exceptions
- Manage and coordinate customer escalations and ticket resolution case logs with Subject Matter Experts to achieve SLAs and KPIs
- Maintains quality service levels by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems, and recommending system improvements.
- Coordinate with other Support Service Managers to ensure proper department coverage for effective management of SLA and Ticket resolution KPIs
- Oversee team’s Salesforce ticket management in support of PrimeRxTM Pharmacy Management System customer’s technical support requests
- Develops, coordinates, and enforces systems, policies, procedures, and productivity standards
- Hold regular one-on-one meetings between managers and assigned analysts.
- Collaborate with Team to share knowledge of issues and corresponding resolutions.
- Schedule and administer weekly & monthly training to fulfill the monthly requirements
JOB COMPETENCIES:
- 7-10 years of experience in a technical support environment
- 2+ years of successful people supervision experience in a technical support environment
- BS degree in a technical field, or equivalent
- Experience supporting proprietary software with a database in the backend
- A high level of proficiency with PC workstations, various hardware, and network applications
- Extensive knowledge of various Windows based platforms, servers, and queries
- 5+ years’ pharmacy industry experience preferred
QUALIFICATIONS
- BS Degree or equivalent level of pharmacy experience
- Industry certifications such as A+, MCSE, ITIL, ISO 9001 and HDI are a plus
BENEFITS:
- Refreshments & Dining- HQ
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401k Safeharbor plan, match up to 4%
- HSA/FSA/Commuter
- Paid STD/Life
- Employee discount program
- Employee assistance program
- Spring Health - mental well-being program
- Paid Paternity Leave
Top Skills
What We Do
As pharmacists play an increasingly important role in patient care, the need has never been greater for technology-based solutions that add efficiency to operations and facilitate pharmacist-patient interactions. Pharmacists need a technology solution that makes it easier to provide patients with medications, helps manage records and meet compliance requirements, and seamlessly oversee core business operations. And, as pharmacists have made clear, that solution should be easy to use, and keep pace with changing pharmacy needs.
For thousands of pharmacies nation-wide, PrimeRx is the preferred pharmacy management software option.
PrimeRx is the signature pharmacy management system developed by Micro Merchant Systems. The software offers comprehensive functionality that automates and manages all core pharmacy processes. This includes “fill to bill” capabilities that facilitate every step in the dispensing process – prescription intake and processing, dispensing and labeling, inventory management, patient records, billing, and automatic claims transmission. With PrimeRx, tasks that previously required significant amounts of staff time are executed in seconds, with the highest levels of accuracy.
Pharmacies have the option to add functionality, based on their scope of service. This includes solutions developed for different pharmacy types including community and specialty pharmacies, compounding, Health systems, physicians’ offices, multi-store, mail-order, long-term care facility, and 340B.
PrimeRx is presented in a logical, user-friendly format that can be configured to meet specific pharmacy requirements. The software is regularly updated with new features and improved functionality. These updates reflect both the changing needs of the pharmacy industry, and technology’s ever-expanding capabilities.
Also in 2023, PrimeRx was honored by American Business Awards with a prestigious Stevie Award for “achievement in product innovation.”
