Product Support Specialist

Own OneScan Pharmacy Pro support tickets from assignment through resolution or escalation Review post-triage tickets and confirm they are properly understood, routed, assigned, and actionable Investigate customer issues using ticket history, documentation, internal systems, prior examples, and product tools Maintain clear ticket notes, statuses, next steps, assignments, and follow-up timing Manage older or stalled tickets and keep the support queue current Provide professional written updates to customers, suppliers, and internal team members Investigate SaaS, application, customer account, file, supplier data, and EPCIS workflow issues Troubleshoot EPCIS data routing and supplier data-flow issues Review missing, malformed, delayed, or unprocessed file/data issues Escalate complex issues with findings, customer impact, suspected cause, and recommended next action Perform approved account, workflow, supplier, and configuration updates after training Explain technical findings through written updates and occasional client-facing discussions Ask follow-up questions to clarify customer needs, supplier status, data issues, or workflow blockers Bring structured questions, blockers, and examples to daily team discussions Support standard OneScan Pharmacy Pro onboarding workflows using documented processes and templates Help customers understand required next steps and supplier data requirements Track onboarding and support progress, especially delayed customers or suppliers Identify when issues require higher-touch support, deeper troubleshooting, or Engineering review Maintain a scalable low/no-touch support model through documentation and follow-up discipline Identify recurring support patterns, customer questions, and workflow blockers Develop familiarity with operational reporting, dashboards, and support metrics Contribute to knowledge base updates, support templates, internal notes, and process improvements Improve documentation and handoffs as the Pharmacy Pro team scales Requirements Full professional proficiency in spoken and written English Professional working proficiency in spoken and written Spanish, equivalent to ILR Level 3 3+ years of experience in SaaS support, application support, technical support, software support, healthcare/pharmacy support, or a similar customer-facing support environment Experience investigating customer support issues using available systems, documentation, ticket history, and structured troubleshooting Ability to explain technical findings clearly to customers and internal teams Strong written communication skills, including clear ticket notes and professional 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 when help or a decision is needed Strong ownership, follow-up discipline, and attention to detail 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 United States Bachelor's degree preferred, but equivalent hands-on experience will be considered Preferred: 4 to 6 years of experience in SaaS, application, technical, or software support Preferred: Experience with SQL, database tools, data validation, or structured data investigation Preferred: Experience troubleshooting file, data, integration, or supplier workflow issues Preferred: Familiarity with healthcare, pharmacy, life sciences, pharmaceutical compliance, or another regulated industry Preferred: Exposure to DSCSA, EPCIS, serialization, pharmacy compliance, or pharmaceutical supply chain workflows Preferred: Experience with Freshdesk, Zendesk, Salesforce, ServiceNow, Jira, HubSpot, Power BI, APIs, SFTP, AS2, EDI, XML, JSON, or CSV Self-managed, accountable, technically curious, analytical, detail-oriented, resourceful, and team-oriented Core Competencies Demonstrates expertise in SaaS support and technical troubleshooting, with strong analytical problem-solving skills and the ability to communicate technical findings effectively. Proficient in managing support tickets and workflows while maintaining attention to detail and customer satisfaction. Highest-signal resume keywords SaaS Support Experience Technical Troubleshooting Strong Written Communication Analytical Problem-Solving Customer-Facing Support Hard Skills SQL Data Validation Structured Data Investigation EPCIS DSCSA Pharmaceutical Compliance File Troubleshooting Application Support Ticket Management Workflow Analysis Soft Skills Attention to Detail Follow-Up Discipline Technical Curiosity Resourcefulness Team Orientation Industry Keywords Healthcare Pharmacy Life Sciences Regulated Industry Pharmaceutical Supply Chain Tools & Technologies Freshdesk Zendesk Salesforce ServiceNow Jira HubSpot Power BI APIs SFTP EDI #J-18808-Ljbffr