Technical Support Specialist – Pharmacy Compliance Software
On-siteFarmington Hills, Michigan, United States
Job Summary
Own OneScan Pharmacy Pro support tickets from assignment through resolution, investigating customer issues using ticket history, documentation, and internal systems. Review post-triage tickets to confirm understanding, routing, and actionability, then maintain clear notes, statuses, and follow-up timing for stalled items. Support standard onboarding workflows by explaining supplier data requirements and tracking progress where delays occur. Escalate complex technical findings with clear context, suspected causes, and recommended next steps while contributing to knowledge base updates and process improvements. This role develops deeper technical ownership over time within a scalable, high-volume environment focused on pharmaceutical supply chain compliance.
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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