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. 

• 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

• 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

• BS Degree or equivalent level of pharmacy experience
• Industry certifications such as A+, MCSE, ITIL, ISO 9001 and HDI are a plus

• 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

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.