Bot Support Specialist

TJM Labs

. Provide responsive day-to-day support to pharmacies using TJM automation .

Posted 9/15/2026full-timeRemote • EgyptJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in pharmacy operations and management systems, with a strong ability to troubleshoot and resolve customer issues effectively. Proficient in documenting technical support tickets and communicating complex information clearly to diverse stakeholders.

Highest-signal resume keywords

Pharmacy Management SystemsTechnical Support ExperienceCustomer Service SkillsPharmacy Technician CertificationProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Pharmacy Workflow KnowledgeTroubleshootingDocumentationIssue ResolutionTechnical Curiosity

Soft Skills

Attention to DetailPatienceProfessionalismClear CommunicationMethodical Approach

Tools & Technologies

JiraZendeskServiceNowPioneerRxPrimeRx

Certifications & Qualifications

Registered Pharmacy TechnicianCertified Pharmacy Technician

Industry Keywords

Healthcare TechnologyWorkflow AutomationCompounding PharmacySpecialty PharmacyLong-Term Care Pharmacy

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide responsive day-to-day support to pharmacies using TJM automation
Respond promptly and professionally to customer questions and reported issues across support channels
Ask follow-up questions and gather information to classify questions, training issues, workflow issues, configuration issues, product issues, or potential defects
Resolve issues that can be addressed without engineering involvement
Set expectations, provide updates, and close the loop after resolution
Investigate customer-reported problems before escalating them
Gather examples, timestamps, prescription or workflow context, screenshots, and other troubleshooting information
Review system activity, configurations, logs, known issues, and documentation
Reproduce reported behavior when appropriate
Determine whether issues affect one scenario or a broader workflow
Document investigations and create clear, actionable technical support tickets
Explain technical information in plain language and communicate internally about broader customer impact
Collaborate with Customer Success Managers, Implementation Leads, and technical teams within a customer pod
Use pharmacy operations and pharmacy management system knowledge to troubleshoot effectively
Identify recurring issues, training needs, confusing product behavior, documentation gaps, and potential product enhancements

Requirements

What you’ll need

2+ years of experience working in a pharmacy environment, such as retail, specialty, mail-order, hospital, long-term care, or compounding
Hands-on familiarity with pharmacy workflows and pharmacy management systems
Technical curiosity and a genuine interest in figuring out how things work
A methodical approach to problems and excellent follow-up questions
Clear writing and the ability to document details someone else needs to act
Patience and professionalism when someone is frustrated
Strong attention to detail and the ability to manage multiple customer questions and support issues
Comfort working independently in a remote environment, screen sharing, video meetings, and learning new software
Understanding of the importance of appropriately handling PHI and other sensitive healthcare information
Current or previous pharmacy technician experience is highly desired; registered or certified pharmacy technicians are strongly encouraged to apply
Hands-on familiarity with pharmacy management systems is required
Experience with systems such as PioneerRx, PrimeRx, Rx30, Computer-Rx, FrameworkLTC, QS/1, or similar pharmacy management platforms is particularly valuable
Previous software or technical support experience is nice to have
Experience training pharmacy staff on technology or workflows is nice to have
Experience supporting software implementations is nice to have
Familiarity with Jira, Zendesk, ServiceNow, or similar tools is nice to have
Experience reviewing logs, configurations, or system activity is nice to have
Basic familiarity with Windows, networking, integrations, or software troubleshooting is nice to have
Experience with healthcare technology, workflow automation, or AI-powered technology is nice to have
Experience in specialty, compounding, long-term care, mail-order, or high-volume retail pharmacy is nice to have

Benefits

Comp & perks

Remote-first work environment
The opportunity to work at the intersection of pharmacy, healthcare, and AI
Meaningful opportunity to learn and grow as TJM Labs continues to scale