Technical Support Manager

Our Technical Support Manager plays a vital role within our organization. Once you complete our training, your responsibilities will include leading the software support function, providing specialized assistance for products or services that require in-depth technical knowledge. It is a “player/coach” position that includes both people and technical leadership, and hands on work with customers and internal technologies. This position identifies, investigates, and resolves users’ problems with computer software. This person will diagnose and resolve technical problems related to the SaaS product, guiding customers through solutions and ensuring minimal disruption to their operations. Turn your passion for precision and your commitment to quality into a meaningful impact on healthcare across the US.

This position is based in Minneapolis, MN.  Local candidates only.

 What the Technical Support Manager Does Each Day:

• Leading software support function, including managing support analysts
• Performing tier-1 (help desk) and tier-2 (analyst) support functions
• Coordinating with customer success, development, and software quality assurance to fix underlying issues and to enhance the supportability of the SaaS platform
• Identifying and resolving problems users experience with the SaaS platform, including login issues, data errors, feature malfunctions, and compatibility problems
• Responding to questions about the SaaS platform’s features, functionality, and best practices through various communication channels
• Listening to and analyzing customer feedback to identify recurring issues and propose product enhancements to the development team
• Establishing positive relationships with customers by providing excellent service and actively listening to their feedback
• Performing detailed root cause analysis on issues in the SaaS platform
• Identifying complex issues that require further investigation and escalating them to the development team when necessary

Our Most Successful Technical Support Manager:

• Strong organizational skills
• Has a sense of urgency, accountability and resourcefulness (e.g., work in changing environment)
• Is a self-starter and independent learner
• Promotes active listening with team members; Contributes appropriately to conversations
• Has strong verbal and written communication skills with the ability to work effectively with other departments within the organization and with people at all levels of the organization
• Understands how various issues affect each other and the outcome of projects; Improves upon existing approaches by seeking opportunities to creatively transform
• Is efficient in MS Office suite

Minimum Requirements for this Role:

• A bachelor's degree in a relevant field, such as Management Information Systems, Information Technology, or related field
• Minimum 6 years’ relevant work experience
• Deep understanding of the SaaS product features and functionality
• Basic familiarity with Microsoft Azure and basic programming concepts
• Ability to troubleshoot technical issues and identify root causes
• 18 years of age
• Able to successfully complete a drug and background check
• Must be currently authorized to work in the United States on a full-time basis; QuVa is not able to sponsor applicants for work visas

Any of the Following Will Give You an Edge: 

• Experienced in software development processes

Benefits of Working at QuVa:

• Comprehensive health and wellness benefits including medical, dental and vision
• 401k retirement program with company match
• 22 paid days off plus 8 paid holidays per year
• National, industry-leading high growth company with future career advancement opportunities

About QuVa:

QuVa is a national, industry-leading provider of pharmacy services, including ready-to-administer sterile outsourcing and advanced AI-generated insights providing clarity for revenue capture and inventory management. QuVa Pharma delivers essential medications in injectable formats critical for effective patient care.  LogicStream, a QuVa company,  partners with health systems to aggregate, normalize, and analyze large amounts of complex data through AI and machine learning tools that generate actionable insights supporting revenue optimization, inventory management, and inventory-related workflows. Through QuVa’s integrated solutions, health systems can transform pharmacy management to achieve greater value by operating more efficiently and effectively as they deliver high-quality patient care.

QuVa is an equal opportunity employer and is committed to creating and maintaining a work environment that is free from all forms of discrimination and harassment. QuVa's Equal Opportunity Policy prohibits harassment or discrimination due to age, ancestry, color, disability, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, race, religious creed, sex (including pregnancy, childbirth, breastfeeding, and any related medical conditions), sexual orientation, and any other characteristic or classification protected by applicable laws. All employment with QuVa is “at will.”