Senior Support Manager

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

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