Pharmaceutical E-Commerce Support & Operations Specialist - Now Hiring

Job Title: Pharmaceutical E-Commerce Support & Operations Specialist
Location: Fully Remote (U.S.-based)
Schedule: Monday - Friday | 8:00 AM - 5:00 PM EST
Compensation: $28.72/hr + paid weekly
Tentative Start Date: May 4, 2026

The Pharmaceutical E-Commerce Support & Operations Specialist is responsible for supporting a pharmaceutical e-commerce platform used by pharmacy and healthcare stakeholders. This role focuses on platform expertise, end-user support, issue triage, and cross-functional communication to ensure a seamless user experience. The specialist will serve as a key point of contact for incoming support requests, providing troubleshooting, guidance, escalation, and accurate documentation while maintaining operational efficiency and responsiveness.

Essential Duties:

• Develop and maintain a high level of expertise in the pharmaceutical e-commerce platform, including features, workflows, and ongoing updates.
• Learn and understand the differences between pharmacy types and classes of trade using the platform.
• Educate internal and external stakeholders on monthly platform enhancements, changes, and new functionality.
• Monitor and manage incoming hypercare and support requests through a triage intake system, ensuring timely response and resolution.
• Provide clear, accurate troubleshooting support and end-user education to resolve platform-related issues.
• Route complex or unresolved issues to appropriate technical teams or support specialists for further investigation and resolution.
• Ensure all support tickets are properly tracked, followed up on, and resolved within required timelines.
• Maintain detailed documentation of known issues, defects, and workarounds to ensure consistent knowledge sharing.
• Communicate issue resolutions and platform updates effectively to sales teams, customers, and internal stakeholders.
• Assist with tracking support metrics, reporting, and issue resolution summaries as needed.

Qualifications:

• 2+ years of experience in customer support, technical support, or a related operational role.
• Bachelor's degree (BA/BS) preferred or equivalent relevant experience.
• Strong written and verbal communication skills with the ability to clearly explain technical information.
• Strong customer service mindset with the ability to remain calm and supportive in high-pressure or high-volume situations.
• Ability to interpret incomplete or unclear information and apply structured problem-solving skills.
• Proficiency with Microsoft Office Suite (Teams, SharePoint, Forms) and familiarity with tools such as Salesforce, Jira, and Confluence.
• Strong attention to detail, organization, and time management skills.
• Ability to manage multiple priorities and workstreams in a fast-paced environment.
• Willingness to learn new systems and adapt quickly to ongoing platform updates and enhancements.

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