Customer Support Specialist - Compounding Pharmacy Technician

Job Description

Job Description

Customer Support Specialist – Compounding Pharmacy Technician

As a Pharmetika Customer Support Specialist, you will serve as a trusted resource for pharmacy teams using Pharmetika’s Electric Lab and ION customer offerings. You will assist technicians, pharmacists, and pharmacy staff by troubleshooting issues, answering workflow questions, providing product guidance, and helping customers maximize the value of our platform.

The ideal candidate has hands-on experience in a compounding pharmacy, enjoys solving problems, communicates clearly, and is excited to learn new technology.

Responsibilities

• Act as a product champion, prioritizing client success and maintaining a high standard of service.
• Provide exceptional phone, email, and chat communications to pharmacy customers.
• Distinguish between software defects and user errors, guiding customers toward appropriate solutions for both.
• Assist customers with compounding workflows, inventory management, prescription processing, and billing-related questions within the software.
• Documents clear, accurate and detailed customer interactions and resolutions for repeatability.
• Escalate software defects or complex issues to the appropriate internal teams.
• Collaborate with Product, Development, Implementation, and Training teams to improve the customer experience.
• Identify opportunities to educate customers on best practices and more efficient workflows.
• Test new software features and provide feedback from the perspective of a pharmacy end user.
• Maintain a high level of product knowledge through ongoing training.
• Troubleshoot and classify issues to support root-cause resolution.
• Ability to maintain empathy and patience while assisting users who may be stressed or in high-pressure environments.
• A self-starter mindset, comfortable navigating ambiguity while working independently.
• Willingness and capability to travel for annual client visits if required (preferred).

Required Qualifications

• 2+ years of experience as a Compounding Pharmacy Technician.
• Strong understanding of non-sterile and/or sterile compounding workflows.
• Proficient in navigating standard operating systems (macOS, Windows) and common productivity software.
• Familiarity with pharmacy inventory management, prescription processing, and compounding documentation.
• Excellent communication and customer service skills.
• Strong troubleshooting and critical-thinking abilities.
• Comfortable learning new software applications.
• Ability to manage and appropriately prioritize competing requests in a fast-paced environment.

Preferred Qualifications

• Pharmacy technician certification (CPhT) or applicable state registration.
• Experience using a compounding pharmacy management software.
• Technical support or customer service experience is a plus.

Location & Schedule

Primary Locations:

US-WI-Madison

US-FL-Miami

US-TX-Houston

Schedule: Full-time

Company Benefits & Perks

We take care of our team so you can focus on making a difference in the compounding pharmacy industry. Our comprehensive benefits package includes:

• Wellness & Security: Competitive health, dental, and vision insurance, along with disability coverage to support your long-term health and peace of mind.
• Work-Life Balance: Generous Paid Time Off (PTO) policy and maternity leave to ensure you have time for what matters most.
• Future Planning: Retirement planning options to help you build financial security for the future.
• Team & Culture: Annual company outings to celebrate our wins and build connections with your colleagues.