Change Healthcare Hiring for Product Support Lead at Albany, New York Full Time

Product Support Lead

Overview of Position The Product Support Lead will lead a team of level 1 support agents that support over 30 customers with the use of our pharmacy software products and services. This lead role oversees the daily operations of this service that accounts for over $1 million in annual revenue. As part of this role, the Lead has the ability to identify needs for assignments and act on those to implement changes. Expected to identify areas of training opportunities and work with the team to implement training for staff. While working with the support team as well as customers on solving their issues, if an opportunity for application or process improvement is identified, the role is expected to properly communicate to internal teams for enhancement.

What will be my duties and responsibilities in this job?

• Direct the day-to-day support efforts of one or more support team members

• Coordinates tasks, priorities, and escalations related to a specific application and/or group of customers

• Reports to the Support Manager. This position is not responsible for HR functions which remain the responsibility of the department manager.

What are the requirements needed for this position?

• 5 years+ experience in a technical software support role

• Ability to lead a technical support team

• Ability to effectively identify and communicate priorities

• Advanced troubleshooting skills and knowledge of software development lifecycle

• Specialized knowledge of platform and/or line of business and functions

• Ability to mentor others on job related skills

• Knowledge of supported platforms (network, OS, HW)

• Effective listening skills and ability to speak clearly and distinctly

• Ability to establish and maintain an effective rapport with customers

• Ability to communicate effectively both orally and in writing

• Experience using Unix and SQL

What other skills/experience would be helpful to have?

• Specialty skills in application design, development and/or QA

• Effectively use downtime to develop individual skills and enhance capabilities of the team

• Ability to triage and prioritize incoming requests

• Understanding of Networks and Basic Network Troubleshooting

What are the working conditions and physical requirements of this job? General Office Duties

How much should I expect to travel?

None

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Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Some of our positions require employees to be onsite at a Change Healthcare facility or a Client site, including Medical Facilities. Depending on the site’s health and safety guidelines, you may be required to have medical screenings or vaccinations to meet site requirements, which may include Covid-19 vaccination and/or testing. Further details and requirements will be confirmed during the interview process.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

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Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.