SaaS Support Specialist - Pharmacy & Supply Chain Compliance

Job Description

Job Description

Department: Pharmacy Pro

Location: Farmington Hills, Michigan

Work Model: In office, 5 days per week

Schedule: 11am – 7pm ET

Language Requirements:  Full professional proficiency in spoken and written English. Professional 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 LSPedia

LSPedia 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 drive demand across the industry, the Pharmacy Pro team is growing quickly and building scalable support and onboarding processes for a high-volume customer environment.

Role Summary

The SaaS Support Specialist – Pharmacy & Supply Chain Compliance - will support OneScan Pharmacy Pro customers through product support, standard onboarding 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 develop deeper technical ownership over time. The role is not a call-center position and is not a traditional high-touch Customer Success role. Most customer communication is handled through written ticket and email updates. The role may occasionally join or lead customer calls for technical clarification, onboarding blockers, or escalated Pharmacy Pro issues, but live customer engagement is not the primary operating model.

The ideal candidate has strong support judgment, clear customer-facing communication, technical curiosity, and an analytical mindset. They should be able to investigate common SaaS, application, data, file, and supplier workflow issues, identify patterns, document findings clearly, and escalate complex issues with useful context.

This role offers a path toward deeper technical support ownership as product, reporting, and data workflow knowledge grows.

Key ResponsibilitiesProduct Support and Ticket Ownership

• 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 available product tools.
• Maintain clear 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 current.
• Provide clear, professional written updates to customers, suppliers, and internal team members.

Technical Investigation and Supplier Data Workflows

• Investigate common SaaS, application, customer account, file, supplier data, and EPCIS workflow issues.
• Support troubleshooting for EPCIS data routing and supplier data-flow issues.
• Review file/data issues such as missing, malformed, delayed, or unprocessed data using available tools and internal guidance.
• Use structured investigation to determine what has been checked, what may be causing the issue, and what the next step should be.
• Escalate complex technical issues with clear findings, customer impact, suspected cause, and recommended next action.
• Learn and perform approved OneScan Pharmacy Pro account, workflow, supplier, and configuration updates after training.

Customer and Internal Communication

• Explain technical findings clearly to customers and internal teams through written updates and occasional client-facing discussions.
• Communicate uncertainty professionally while continuing to move issues forward.
• Ask effective follow-up questions to clarify customer needs, supplier status, data issues, or workflow blockers.
• Bring well-structured questions, blockers, and examples to daily team discussions.
• When escalating, provide a clear summary, findings, suspected cause, suggested next step, and specific ask.

Onboarding and Support Workflow Execution

• Support standard OneScan Pharmacy Pro onboarding workflows using documented processes, templates, and internal guidance.
• Help customers understand required next steps and supplier data requirements.
• Track onboarding and support progress, especially where customers or suppliers are delayed.
• Identify when an issue requires higher-touch support, deeper technical troubleshooting, or Engineering review.
• Help maintain a scalable low/no-touch support 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.
• Develop familiarity with operational reporting, dashboards, and support metrics over time.
• Interest in reporting, data analysis, operational dashboards, or Power BI is a strong plus.
• Contribute to knowledge base 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 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.

Preferred Qualifications

• 4 to 6 years of experience in SaaS, application, technical, or software support.
• Experience with SQL, database tools, data validation, or structured data investigation.
• Experience troubleshooting file, data, integration, or supplier workflow issues.
• Familiarity with healthcare, pharmacy, life sciences, pharmaceutical compliance, or another regulated industry.
• Exposure to DSCSA, EPCIS, serialization, pharmacy compliance, or pharmaceutical supply chain workflows.
• Experience with Freshdesk, Zendesk, Salesforce, ServiceNow, or another ticketing/knowledge base platform.
• Experience using Jira, HubSpot, Power BI, or similar operational tools.
• Exposure to APIs, SFTP, AS2, EDI, XML, JSON, CSV, or related integration/data exchange concepts.
• Interest in reporting, business intelligence, operational dashboards, or support analytics.
• Experience improving knowledge base content, support templates, or internal process documentation.

Education

Bachelor’s degree preferred, but equivalent hands-on experience in SaaS support, technical support, application support, healthcare/pharmacy support, or data-focused support roles will be considered.

Work Style and Behavioral Expectations

• Self-managed and accountable.
• Technically curious and analytical.
• Clear, professional, and customer-capable communicator.
• Detail-oriented with strong ticket hygiene and documentation habits.
• Comfortable with high-volume support and repeatable workflows.
• Resourceful before escalating, but willing to raise issues when help or a decision is needed.
• Able 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 Success Looks Like

Success in this role means assigned tickets are clear, current, and actionable. Standard support and onboarding work moves forward without unnecessary escalation. Customer and supplier follow-ups are timely, professional, and documented. Technical escalations include useful context, findings, and a clear ask. The team benefits from better documentation, stronger issue investigation, cleaner handoffs, and fewer stalled or unclear tickets.

Additional Information

This role is based in Farmington Hills, Michigan and requires in-office work 5 days per week. LSPedia is not offering visa sponsorship or relocation assistance for this role at this time. No travel is expected.