Bilingual SaaS Application Support Specialist (Pharma)

LSPedia, Inc; Farmington Hills, Northern (MI, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

LSPedia, Inc. in Farmington Hills, MI, is hiring an Application Support Specialist for Pharmacy Supply Chain to support OneScan Pharmacy Pro customers through product support, onboarding workflows, and data issues.

The role emphasizes written communication, ticket ownership, and scalable, low-touch support practices. The ideal candidate brings 3+ years in SaaS or healthcare/pharmacy support, strong troubleshooting skills, and the ability to work in office five days a week in Michigan.

Qualifications

• 3+ years of experience in SaaS support, application support, technical support, healthcare/pharmacy support, or similar.
• Ability to explain technical findings clearly to customers and internal teams.
• Strong written communication skills with clear ticket notes and professional 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 occur.
• Ability to learn pharmaceutical compliance, supplier data workflows, DSCSA, EPCIS, and OneScan Pharmacy Pro.

Responsibilities

• Own OneScan Pharmacy Pro support tickets from assignment through resolution or escalation.
• Review post-triage tickets for 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 by identifying blockers and following up.
• Provide clear, professional written updates to customers, suppliers, and internal teams.
• Explain technical findings clearly to customers and internal teams.
• Escalate complex issues with findings, impact, suspected cause, and next steps.

Skills

Customer communication

Analytical problem solving

High-volume ticket handling

Technical curiosity

Ownership & follow-up

Pharma compliance learning

Clear documentation

Education

Bachelor's degree preferred

Tools

Freshdesk

Zendesk

Salesforce

ServiceNow

Jira

HubSpot

Power BI

Job description

LSPedia, Inc. in Farmington Hills, MI, is hiring an Application Support Specialist for Pharmacy Supply Chain to support OneScan Pharmacy Pro customers through product support, onboarding workflows, and data issues.

The role emphasizes written communication, ticket ownership, and scalable, low-touch support practices. The ideal candidate brings 3+ years in SaaS or healthcare/pharmacy support, strong troubleshooting skills, and the ability to work in office five days a week in Michigan.