Bilingual Pharmacy SaaS Support Specialist (Spanish)

Jobtailor; Farmington Hills (MI); On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor is seeking a customer-focused support specialist to manage OneScan Pharmacy Pro onboarding and ongoing SaaS support in Farmington Hills, MI. You will investigate complex issues, communicate clearly with customers, and drive timely resolutions.

The role requires 3+ years in SaaS or technical support, fluency in English and Spanish, and strong ticket-management skills. Onsite work is required five days a week.

Qualifications

• 3+ years in SaaS or technical support, healthcare/pharmacy support or similar.
• Experience investigating customer support issues using documented processes and structured troubleshooting.
• Ability to explain technical findings clearly to customers and internal teams.
• Strong written ticket notes and professional customer updates.
• Authorized to work in the United States.

Responsibilities

• Own OneScan Pharmacy Pro support tickets from assignment through resolution or escalation.
• Review post-triage tickets for proper understanding, routing, and actionability.
• Investigate customer issues using ticket history, documentation, 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 teams.
• Investigate SaaS, application, customer account, file, supplier data, and EPCIS workflow issues.
• Troubleshoot EPCIS data routing and supplier data-flow issues.
• Escalate complex issues with findings, customer impact, suspected cause, and next actions.
• Explain technical findings through written updates and client-facing discussions.
• Ask follow-up questions to clarify customer needs and blockers.
• Support 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 or Engineering review.
• Maintain a scalable low/no-touch support model via documentation and follow-up discipline.
• Identify recurring patterns and workflow blockers; contribute to knowledge base updates.

Skills

SaaS support

Technical troubleshooting

Written communication

Analytical problem-solving

Customer-facing support

Attention to detail

Follow-up discipline

Technical curiosity

Team orientation

Bilingual English/Spanish

Education

Bachelor's degree preferred

Tools

Freshdesk

Zendesk

Salesforce

ServiceNow

Jira

HubSpot

Power BI

APIs

SFTP

EDI

XML/JSON/CSV

SQL

Job description

Jobtailor is seeking a customer-focused support specialist to manage OneScan Pharmacy Pro onboarding and ongoing SaaS support in Farmington Hills, MI. You will investigate complex issues, communicate clearly with customers, and drive timely resolutions.

The role requires 3+ years in SaaS or technical support, fluency in English and Spanish, and strong ticket-management skills. Onsite work is required five days a week.