Bot Support Specialist
New
T
TJM LabsPharmacy Healthcare Technology
Egypt. Philippines. Pakistan. IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience working in a pharmacy environment
- Required Skills
- Customer support
Requirements
- 2+ years of experience working in a pharmacy environment (e.g., retail, specialty, mail-order, hospital, long-term care, or compounding).
- Hands-on familiarity with pharmacy workflows and pharmacy management systems.
- Strong attention to detail and ability to manage multiple customer inquiries.
- Methodical approach to problem-solving and troubleshooting.
- Excellent writing skills and ability to document technical details clearly.
- Comfort working independently in a remote environment with screen sharing and video tools.
- Understanding of the importance of handling PHI and sensitive healthcare information appropriately.
- Experience with pharmacy systems like PioneerRx, PrimeRx, Rx30, Computer-Rx, FrameworkLTC, or QS/1 is highly valuable.
- Registered or certified pharmacy technician status is strongly encouraged.
Responsibilities
- Manage incoming day-to-day communication and support requests from pharmacy customers.
- Investigate reported issues by gathering timestamps, workflow context, and examples to determine root causes.
- Attempt to reproduce reported behaviors and review system logs or configurations.
- Create clear, actionable technical support tickets for engineering teams when issues require escalation.
- Resolve customer inquiries that do not require engineering involvement.
- Maintain clear communication with customers regarding investigation status and expected next steps.
- Identify and document recurring patterns, training needs, or product defects to improve the automation platform.
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