Senior Support Manager

JOB SUMMARY: Primerx.io is seeking a Support Manager to lead a team of Level 1 & Level 2 Support Technicians in delivering great technical support to our growing customer base of Independent, Long-Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S, and beyond. The Support Manager will have 15 – 20 direct reports and will report to the Director of Support Services. The Support Manager will lead all training, scheduling, and performance management of their team in support of our line of pharmacy management software, services, APP, API, Interface offerings, and hardware and network support needs for our PrimeRxTM Pharmacy Management System customers. 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 appropriateAdminister QA reviews for assigned direct reports to assess the soundness and thoroughness of customer support engagementsSchedule the work of the technical analysts and manage exceptionsManage and coordinate customer escalations and ticket resolution case logs with Subject Matter Experts to achieve SLAs and KPIsMaintains 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 KPIsOversee team’s Salesforce ticket management in support of PrimeRxTM Pharmacy Management System customer’s technical support requestsDevelops, coordinates, and enforces systems, policies, procedures, and productivity standardsHold 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 requirementsJOB COMPETENCIES: 7-10 years of experience in a technical support environment2+ years of successful people supervision experience in a technical support environmentBS degree in a technical field, or equivalentExperience supporting proprietary software with a database in the backendA high level of proficiency with PC workstations, various hardware, and network applicationsExtensive knowledge of various Windows based platforms, servers, and queries5+ years’ pharmacy industry experience preferredQUALIFICATIONS BS Degree or equivalent level of pharmacy experienceIndustry certifications such as A+, MCSE, ITIL, ISO 9001 and HDI are a plusBENEFITS:Refreshments & Dining- HQMedical InsuranceDental InsuranceVision Insurance401k Safeharbor plan, match up to 4%HSA/FSA/CommuterPaid STD/LifeEmployee discount programEmployee assistance programSpring Health - mental well-being programPaid Paternity LeaveThe salary rate for this position may vary depending on the candidate's location due to regional cost of living differences. Final compensation will be determined based on the candidate's skills, experience, and educational background. As such, the hourly range is subject to adjustment to align with market conditions and company policies.About PrimeRx PrimeRx, developed by Micro Merchant Systems, is the premier pharmacy management software solution for pharmacies of every size. PrimeRx is an award-winning, all-encompassing solution that automates core functions, streamlines workflows, and empowers pharmacies to provide exceptional patient care. With its intuitive, adaptable interface, pharmacies can customize their experience, placing patients at the forefront. PrimeRx is trusted by thousands of pharmacies nationwide and was recently acknowledged for innovation by the American Business Awards. PrimeRx is the catalyst for transforming your pharmacy and enhancing patient care. Explore its potential at primerx.io Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification. We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal-opportunity employer. We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.PI64c7eff6af07-30511-37122310