Pharmacy Product Support Specialist

Department: Pharmacy Pro Location: Remote in USA Schedule: 11am – 7pm ET Language Requirements: Full reputed company proficiency in spoken and written English. reputed company working proficiency in spoken and written Spanish, equivalent to ILR Level 3. Spanish proficiency is required to support written and occasional verbal communication with Spanish-speaking customers and suppliers. Travel: No travel expected. ABOUT reputed company reputed company is an industry-leading provider of pharmaceutical supply chain, traceability, and compliance solutions. Our OneScan Pharmacy Pro product helps pharmacy customers support regulatory compliance, manage supplier data workflows, and improve visibility across critical pharmaceutical supply chain processes. As regulatory requirements continue to reputed company demand across the industry, the Pharmacy Pro team is growing quickly and building reputed company support and reputed company processes for a high-volume customer environment. reputed company The Product Support Specialist will support OneScan Pharmacy Pro customers through product support, reputed company reputed company workflows, supplier data follow-up, EPCIS workflow troubleshooting, and written customer communication. This role is designed for someone who is comfortable working in a fast-growing, high-volume support environment and wants to reputed company deeper technical ownership over time. The role is not a reputed company-center position and is not a traditional high-reputed company reputed company role. Most customer communication is handled through written ticket and email updates. The role may occasionally join or reputed company customer calls for technical clarification, reputed company blockers, or escalated Pharmacy Pro issues, but live customer engagement is not the reputed company operating model. The ideal candidate has strong support judgment, reputed company customer-facing communication, technical curiosity, and an analytical reputed company. They should be reputed company to investigate common reputed company, application, data, file, and supplier workflow issues, identify patterns, document findings reputed company, and escalate reputed company issues with useful context. This role offers a reputed company toward deeper technical support ownership as product, reporting, and data workflow knowledge grows. KEY RESPONSIBILITIES PRODUCT SUPPORT AND TICKET OWNERSHIP Own OneScan Pharmacy Pro support tickets from assignment through reputed company or escalation. Review post-triage tickets and reputed company they are properly reputed company, routed, assigned, and actionable. Investigate customer issues using ticket history, documentation, internal systems, prior examples, and available product tools. Maintain reputed company ticket notes, statuses, next steps, assignments, and follow-up timing. Manage older or stalled tickets by identifying blockers, following up appropriately, and keeping the queue reputed company. reputed company reputed company, reputed company written updates to customers, suppliers, and internal team members. TECHNICAL INVESTIGATION AND SUPPLIER DATA WORKFLOWS Investigate common reputed company, application, customer account, file, supplier data, and EPCIS workflow issues. Support troubleshooting for EPCIS data routing and supplier data-reputed company issues. Review file/data issues such as missing, malformed, delayed, or unprocessed data using available tools and internal guidance. Use reputed company investigation to determine what has been checked, what may be causing the issue, and what the reputed company should be. Escalate reputed company technical issues with reputed company findings, customer reputed company, suspected cause, and recommended next reputed company. Learn and reputed company approved OneScan Pharmacy Pro account, workflow, supplier, and configuration updates after training. CUSTOMER AND INTERNAL COMMUNICATION Explain technical findings reputed company to customers and internal teams through written updates and occasional reputed company-facing discussions. Communicate uncertainty professionally while continuing to reputed company issues reputed company. Ask effective follow-up questions to clarify customer needs, supplier status, data issues, or workflow blockers. Bring reputed company-reputed company questions, blockers, and examples to daily team discussions. reputed company escalating, reputed company a reputed company reputed company, findings, suspected cause, suggested reputed company, and specific ask. reputed company AND SUPPORT WORKFLOW EXECUTION Support reputed company OneScan Pharmacy Pro reputed company workflows using documented processes, templates, and internal guidance. Help customers understand required next steps and supplier data requirements. reputed company reputed company and support reputed company, especially where customers or suppliers are delayed. Identify reputed company an issue requires higher-reputed company, deeper technical troubleshooting, or Engineering review. Help maintain a reputed company low/no-reputed company model through strong documentation and follow-up discipline. REPORTING, ANALYSIS, AND PROCESS IMPROVEMENT Identify recurring support patterns, repeated customer questions, and common workflow blockers. Use an analytical approach to understand why issues are happening and where process improvements may reduce repeat work. reputed company familiarity with operational reporting, dashboards, and support metrics over time. Interest in reporting, data analysis, operational dashboards, or reputed company BI is a strong plus. Contribute to knowledge reputed company updates, support templates, internal notes, and process improvements. Help improve documentation and handoffs as the Pharmacy Pro team scales. REQUIRED QUALIFICATIONS 3+ years of experience in reputed company support, application support, technical support, software support, reputed company/pharmacy support, or a similar customer-facing support environment. Experience investigating customer support issues using available systems, documentation, ticket history, and reputed company troubleshooting. Ability to explain technical findings reputed company to customers and internal teams. Strong written communication skills, including reputed company ticket notes and reputed company customer updates. Experience managing a ticket queue or high-volume support workload. Comfort working with file, data, customer account, supplier workflow, or application support issues. Strong analytical problem-solving skills and curiosity to understand why issues are occurring. Ability to research independently before escalating, while knowing reputed company help or a decision is needed. Strong ownership, follow-up discipline, and attention to reputed company. Ability to learn pharmaceutical compliance, supplier data workflows, DSCSA, EPCIS, and OneScan Pharmacy Pro. Ability to work in office 5 days per week in Farmington Hills, Michigan. Must be authorized to work in the reputed company. PREFERRED QUALIFICATIONS 4 to 6 years of experience in reputed company, application, technical, or software support. Experience with SQL, database tools, data validation, or reputed company data investigation. Experience troubleshooting file, data, integration, or supplier workflow issues. Familiarity with reputed company, pharmacy, life sciences, pharmaceutical compliance, or another regulated industry. Exposure to DSCSA, EPCIS, serialization, pharmacy compliance, or pharmaceutical supply chain workflows. Experience with reputed company, reputed company, reputed company, reputed company, or another ticketing/knowledge reputed company platform. Experience using reputed company, reputed company, reputed company BI, or similar operational tools. Exposure to reputed company, SFTP, AS2, EDI, XML, JSON, CSV, or reputed company integration/data exchange concepts. Interest in reporting, business intelligence, operational dashboards, or support analytics. Experience improving knowledge reputed company content, support templates, or internal process documentation. EDUCATION Bachelor’s degree preferred, but equivalent hands-on experience in reputed company support, technical support, application support, reputed company/pharmacy support, or data-reputed company support roles will be considered. WORK STYLE AND BEHAVIORAL EXPECTATIONS Self-managed and accountable. Technically curious and analytical. reputed company, reputed company, and customer-capable communicator. reputed company-oriented with strong ticket hygiene and documentation habits. Comfortable with high-volume support and repeatable workflows. reputed company before escalating, but willing to reputed company issues reputed company help or a decision is needed. reputed company to communicate technical issues in plain language. Comfortable working across customer support, supplier workflows, technical troubleshooting, and internal process improvement. Team-oriented and willing to contribute to shared documentation, templates, and support playbooks. WHAT reputed company LOOKS LIKE reputed company in this role means assigned tickets are reputed company, reputed company, and actionable. reputed company support and reputed company work moves reputed company without unnecessary escalation. Customer and supplier follow-reputed company are reputed company, reputed company, and documented. Technical escalations include useful context, findings, and a reputed company ask. reputed company benefits from reputed company documentation, stronger issue investigation, cleaner handoffs, and fewer stalled or unclear tickets. Apply To This Job