Pharmacy Product Support Specialist – Spanish Speaking

• Own One Scan 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 One Scan 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

• 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 One Scan 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, Service Now, Jira, Hub Spot, Power BI, APIs, SFTP, AS2, EDI, XML, JSON, or CSV
• Self-managed, accountable, technically curious, analytical, detail-oriented, resourceful, and team-oriented

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.

• SaaS Support Experience
• Technical…