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Senior Support Manager

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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 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

$90,000 - $110,000 a year

The 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.

Average salary estimate

$100000 / YEARLY (est.)

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$90000K

$110000K

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What You Should Know About Senior Support Manager, PrimeRx

Are you an experienced leader in technical support looking for your next challenge? Join Primerx.io as a Senior Support Manager in Uniondale, New York! You’ll be at the helm, guiding a passionate team of Level 1 and Level 2 Support Technicians who are dedicated to delivering top-notch customer service to a diverse range of pharmacy clients across the U.S. and beyond. In this pivotal role, you will oversee a team of 15-20 direct reports, ensuring they are equipped with the training and resources they need to excel. Your knack for performance management will shine as you set goals, conduct quality reviews, and manage escalations, all to maintain our standards of excellence. You'll play a crucial role in scheduling and coordinating workflow, collaborating with other Support Service Managers to meet SLAs and KPIs. Keeping our customer service standards high is critical, and you will be instrumental in developing policies and procedures that drive efficiency and quality. Your expertise will also extend to overseeing ticket management in Salesforce, ensuring our pharmacy management software users receive attentive and effective support. With a strong background in the pharmacy industry and technical support, you'll help elevate our service delivery and foster a culture of continuous improvement. Ready to make a difference? Join us at Primerx.io, and let's transform pharmacy management together!

Frequently Asked Questions (FAQs) for Senior Support Manager Role at PrimeRx

What are the key responsibilities of a Senior Support Manager at Primerx.io?

The Senior Support Manager at Primerx.io is responsible for leading a team of technical support staff, overseeing performance management, scheduling, and training. This role entails ensuring that customer support meets established standards, handling escalated customer cases, coordinating with subject matter experts, and maintaining high-quality service levels through policy development and enforcement.