Pharmacy Product Support Specialist

Product Support Specialist

The Product Support Specialist will support One Scan 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.

Product Support and Ticket Ownership:

• 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 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 One Scan 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 One Scan 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.

• 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…