SaaS Support Specialist - Pharmacy & Supply Chain Compliance
LSPedia IncJob 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 occasiona
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l 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.
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