A leading provider of supply chain solutions to the healthcare industry seeks experienced candidates for the position of Technical Product Support Supervisor.

The ideal candidate will have a strong technical skill set, a positive attitude, a willingness to work long hours as needed, ability to multi-task, and the ability to triage problems to facilitate a prompt, accurate resolution. This position requires providing mentoring and guidance to the Technical Product Support staff for a wide range of technical problems relating to PAR Excellence software, low-level interface issues and hardware related issues.

Duties and Responsibilities:

• Supervise a group of direct reports within Technical Support Department
• Act as the primary escalation point for complex problems, for both direct reports and other members of the Support Team
• Ensure that complex problems are resolved and/or the customer is satisfied
• Provide mentoring and training for Technical Product Support Specialists
• Document solutions to problems for future reference by Technical Product Support Technicians
• Handling the installation and support of new and current software/hardware
• Supporting Field Operation management staff remotely during on-site installations
• Oversee day-to-day operation of Zendesk ticketing system, including monitoring, and assigning tickets as needed
• Assist in Departmental restructure for complete customer base coverage
• Support all other activities, projects and tasks as deemed necessary by Senior Leadership

Required Knowledge, Skills, and Abilities:

• Able to efficiently work independently and in a team environment
• Self-motivated, detail-oriented and organized
• Exhibit patience when working with less knowledgeable teammates and customers
• Experience handling hardware and software related issues
• Proficient in Outlook, Excel and Windows-based programs
• Knowledge of Cloud infrastructure and support tools
• Knowledge of VA-related functions and implementation
• Knowledge of directory structures w/in Windows
• Excellent oral and written communication
• Excellent customer service skills
• Work in corporate office minimum of 2 days per week
• Other tasks assigned by management as business needs dictate

Required Education, Credentials and Experience:

• Four-year degree
• Four-year equivalent work experience
• Ability to work any shifts and on-call hours (weekends, evenings) in a 24/7 environment
• Ability to connect to Internet from home for covering on-call shifts