Bot Support Specialist

This is a fully remote position, open to applicants in Egypt, +3 more countries.

📋 Description

• Deliver responsive daily assistance to pharmacies utilizing TJM automation.

• Address customer inquiries and reported issues swiftly and professionally across various support channels.

• Engage in follow-up questions and collect information to categorize inquiries, training difficulties, workflow challenges, configuration concerns, product issues, or potential defects.

• Resolve issues that can be managed without the need for engineering involvement.

• Set clear expectations, provide updates, and ensure follow-through after resolution.

• Investigate customer-reported problems prior to escalating them.

• Collect examples, timestamps, prescription or workflow context, screenshots, and additional troubleshooting details.

• Review system activities, configurations, logs, known problems, and documentation.

• Reproduce reported behaviors when necessary.

• Assess whether issues impact a single scenario or a wider workflow.

• Document investigations and generate clear, actionable technical support tickets.

• Convey technical information in straightforward language and communicate internally regarding broader customer implications.

• Collaborate with Customer Success Managers, Implementation Leads, and technical teams within a customer pod.

• Utilize knowledge of pharmacy operations and management systems to troubleshoot effectively.

• Identify recurring problems, training requirements, confusing product behaviors, documentation deficiencies, and potential product improvements.

⛳️ Requirements

• A minimum of 2 years of experience in a pharmacy setting, including retail, specialty, mail-order, hospital, long-term care, or compounding.

• Practical familiarity with pharmacy workflows and management systems.

• A technical curiosity and a sincere interest in understanding how things function.

• A systematic approach to problem-solving and excellent follow-up questioning skills.

• Proficient writing skills and the capability to document essential details for others to act upon.

• Patience and professionalism when dealing with frustrated customers.

• Strong attention to detail and the ability to handle multiple customer inquiries and support issues simultaneously.

• Comfort in working independently in a remote setting, including screen sharing, video meetings, and adapting to new software.

• Awareness of the significance of properly managing PHI and other sensitive healthcare data.

• Current or prior pharmacy technician experience is highly preferred; registered or certified pharmacy technicians are strongly encouraged to apply.

• Required hands-on familiarity with pharmacy management systems.

• Experience with systems like PioneerRx, PrimeRx, Rx30, Computer-Rx, FrameworkLTC, QS/1, or similar pharmacy management platforms is especially valuable.

• Previous experience in software or technical support is a plus.

• Experience in training pharmacy staff on technology or workflows is advantageous.

• Familiarity with software implementations is beneficial.

• Knowledge of tools such as Jira, Zendesk, ServiceNow, or similar is beneficial.

• Experience with reviewing logs, configurations, or system activities is a plus.

• Basic knowledge of Windows, networking, integrations, or software troubleshooting is a plus.

• Experience in healthcare technology, workflow automation, or AI-powered technology is a plus.

• Experience in specialty, compounding, long-term care, mail-order, or high-volume retail pharmacy is a plus.

🏝️ Benefits

• Remote-first work environment.

• The chance to work at the intersection of pharmacy, healthcare, and AI.

• A meaningful opportunity for learning and growth as TJM Labs continues to expand.