Pharma SaaS Support Specialist – Pharmacy Pro

LSPedia, Inc; Farmington Hills (MI); On-site; USD 55,000 - 90,000; Full time

Job summary

LSPedia is seeking a SaaS Support Specialist – Pharmacy & Supply Chain Compliance to assist OneScan Pharmacy Pro customers with onboarding, ticket ownership, and data workflows. You will investigate issues, provide written updates, and document findings to help scale a high-volume support environment.

The role emphasizes strong written communication, collaboration with suppliers, and learning pharmaceutical compliance. In-office work in Farmington Hills, MI is required.

Qualifications

• 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 learn pharmaceutical compliance, supplier data workflows, DSCSA, EPCIS, and OneScan Pharmacy Pro.
• Ability to work in office 5 days per week in Farmington Hills, Michigan.
• Must be authorized to work in the United States.

Responsibilities

• 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.
• 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.

Skills

SaaS support

Customer-facing support

English and Spanish language skills

Analytical problem-solving

Education

Bachelor’s degree preferred

Tools

Freshdesk

Zendesk

Salesforce

ServiceNow

Jira

Power BI

HubSpot

APIs / data formats (XML/JSON/CSV)

Job description

LSPedia is seeking a SaaS Support Specialist – Pharmacy & Supply Chain Compliance to assist OneScan Pharmacy Pro customers with onboarding, ticket ownership, and data workflows. You will investigate issues, provide written updates, and document findings to help scale a high-volume support environment.

The role emphasizes strong written communication, collaboration with suppliers, and learning pharmaceutical compliance. In-office work in Farmington Hills, MI is required.