Application Support Specialist, Pharmacy Supply Chain
On-siteFarmington Hills, Michigan, United States
Job Summary
Own OneScan Pharmacy Pro support tickets from assignment through resolution, investigating SaaS, application, and supplier data workflow issues including EPCIS routing and file validation. Review post-triage tickets to confirm understanding, maintain clear notes and statuses, and manage stalled items by identifying blockers. Provide professional written updates to customers and suppliers while occasionally joining calls for technical clarification. Support standard onboarding workflows, track progress, and escalate complex issues with clear findings and recommended next steps. Identify recurring patterns to contribute to knowledge base updates and process improvements. Requires full professional English proficiency and equivalent Spanish (ILR Level 3) for written and occasional verbal communication.
Required Qualifications
- 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
Desired 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
- 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
- Interest in reporting, data analysis, operational dashboards, or Power BI
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