Senior Support Manager
Senior Support Manager
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
12-04-2025
Job Description
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 teams Salesforce ticket management in support of PrimeRxTM Pharmacy Management System customers technical support requests
- Develops coordinates and enforces systems policies procedures and productivity standards
- Hold regular oneonone 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:
- 710 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 wellbeing program
- Paid Paternity Leave
$90000 $110000 a year
The salary rate for this position may vary depending on the candidates location due to regional cost of living differences. Final compensation will be determined based on the candidates 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 awardwinning allencompassing 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
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 thirdparty agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equalopportunity 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.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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