{"id":1608762,"url":"https://alion.io/job/updata-partners-bot-support-specialist-global-remote","title":"Bot Support Specialist - Global, Remote","company":{"id":705852,"name":"Updata Partners","domain":"updata.com","url":"https://alion.io/company/updata-partners","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["IN","PK","PH"],"hiring_countries_total":3,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":26000,"period":"year","method":"role_country_seniority_unknown","sample_n":23},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true},{"name":"Windows","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-13T04:59:49Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"About TJM Labs\nTJM Labs is building the digital workforce for pharmacy.\nPharmacies are being asked to do more with fewer resources. Prescription volumes are growing, margins are tightening, and talented pharmacy teams spend too much of their day on repetitive operational work.\nWe're changing that.\nTJM Labs builds AI-powered automation designed specifically for pharmacy. Our technology works within the systems pharmacies already use to automate repetitive workflows and create more capacity for pharmacists and pharmacy technicians to focus on the work that actually requires them.\nAs our customer base grows, we need people who can help pharmacies get answers quickly, understand when something isn't working as expected, and connect what the customer is experiencing with the technical teams who can solve it.\nAbout the Role\nWe're looking for a Pharmacy Bot Support Specialist to provide responsive, thoughtful day-to-day support to pharmacies using TJM automation.\nYou'll work as part of a customer pod alongside Customer Success Managers, Implementation Leads, and technical teams.\nThis is not an account ownership role. You won't own the customer relationship, customer strategy, or implementation project.\nInstead, you'll be one of the first people our pharmacy customers turn to when they have a question, need help, or tell us, 'The bot isn't doing what we expected.' Your job is to figure out what that actually means.\nSometimes the answer will be straightforward. Other times, you'll need to ask questions, understand the pharmacy workflow, gather examples, look at system information, reproduce the behavior, and document what you've learned so our technical teams can investigate efficiently.\nYou don't need to be an engineer. You do need to be technically curious, comfortable troubleshooting, an excellent communicator, and willing to keep asking questions until you understand what's actually happening.\nWhat You'll Do\n1. Be a Responsive First Point of Support\nYou'll help manage incoming day-to-day communication from pharmacy customers across our support channels.\nRespond promptly and professionally to customer questions and reported issues.\nAsk thoughtful follow-up questions to understand exactly what the customer is experiencing.\nGather the information needed to determine whether something is a question, training issue, workflow issue, configuration issue, product issue, or potential defect.\nHelp customers resolve issues that can be addressed without engineering involvement.\nSet clear expectations about what happens next when additional investigation is required.\nKeep customers updated rather than leaving them wondering whether anyone is working on their issue.\nClose the loop once an issue has been resolved.\nYou won't be expected to have every answer. You will be expected to take responsibility for getting the information to the right person and making sure the question doesn't disappear.\n2. Investigate Before You Escalate\nOne of the most important parts of this role is turning a customer-reported problem into something our technical teams can efficiently investigate.\nAsk targeted questions about what happened before, during, and after the reported issue.\nGather specific examples, timestamps, prescription or workflow context, screenshots, and other appropriate information.\nUnderstand what the customer expected to happen versus what actually happened.\nReview available system activity, configurations, logs, and other troubleshooting information.\nAttempt to reproduce reported behavior when appropriate.\nDetermine whether the issue affects one scenario or a broader workflow.\nCheck known issues and available documentation before escalating.\nDocument what you've already investigated so another team doesn't have to start from zero.\nYour goal is to make sure engineering spends its time solving technical problems rather than trying to figure out what the problem is.\n3. Create Excellent Technical Support Tickets\nWhen an issue needs to move to engineering or another technical team, you'll make sure they receive a clear, actionable ticket.\nWhat is happening - and what should be happening instead?\nWhich pharmacy and workflow are affected?\nWhen did it happen, and is it reproducible?\nWhat specific examples demonstrate the problem?\nWhat troubleshooting has already been completed?\nIs there a workaround, and how is this affecting the pharmacy's operation?\nA great escalation means the technical team can begin investigating without immediately coming back for basic information.\n4. Understand the Pharmacy Behind the Problem\nSoftware support at TJM requires more than understanding software. You need to understand pharmacy.\nUse your knowledge of pharmacy operations and pharmacy management systems to put customer questions into context.\nLearn how each customer's TJM automation fits into its pharmacy operation and use that understanding to troubleshoot more effectively.\n5. Communicate Clearly Through Resolution\nGreat support isn't only about solving the problem. It's also about what the customer experiences while we're solving it.\nExplain technical information in clear, plain language.\nProvide updates while issues are being investigated.\nAvoid making promises before you have the information to make them.\nLet customers know what we need from them and why.\nCommunicate internally when an issue may have broader customer impact.\nBring in the Implementation Lead or CSM when an issue crosses into their area of ownership.\nHelp diffuse frustration through responsiveness, empathy, and clear communication.\nConfirm that the customer is actually seeing the expected behavior before considering an issue resolved.\n6. Know When to Pull in the Pod\nYou'll work closely with Customer Success Managers and Implementation Leads, but each role has a different job.\nCustomer Success Managers own the strategic customer relationship, overall customer health, and escalations.\nImplementation Leads own the day-to-day execution of implementations, including workflow documentation, implementation requirements, stakeholder coordination, QA, and go-live.\nPharmacy Bot Support Specialists provide day-to-day product support, investigate reported problems, gather the information needed to troubleshoot them, resolve what they can, and create high-quality escalations when technical assistance is required.\n7. Help Us Spot Patterns\nIndividual support conversations can tell us a lot about our product.\nIssues that appear repeatedly across customers.\nAreas where customers consistently need additional training.\nWorkflows that generate frequent questions.\nProduct behavior that creates confusion.\nDocumentation or support resources we should improve.\nPotential product enhancements.\nOpportunities to prevent future support issues.\nRequirements\nWhat We're Looking For\n2+ years of experience working in a pharmacy environment, such as retail, specialty, mail-order, hospital, long-term care, or compounding.\nHands-on familiarity with pharmacy workflows and pharmacy management systems.\nTechnical curiosity and a genuine interest in figuring out how things work.\nA methodical approach to problems and excellent follow-up questions.\nClear writing and the ability to document details someone else needs to act.\nPatience and professionalism when someone is frustrated.\nStrong attention to detail and the ability to manage multiple customer questions and support issues.\nComfort working independently in a remote environment, screen sharing, video meetings, and learning new software.\nUnderstanding of the importance of appropriately handling PHI and other sensitive healthcare information.\nPharmacy Technician Experience Is Highly Desired\nCurrent or previous pharmacy technician experience is highly desired. Registered or certified pharmacy technicians are strongly encouraged to apply.\nIf you've worked in a pharmacy, you understand that 'the prescription didn't process correctly' could mean a dozen different things, and you know the questions to ask before deciding something is actually wrong with the pharmacy management system.\nPharmacy Management System Experience\nHands-on familiarity with pharmacy management systems is required for this role.\nExperience with systems such as PioneerRx, PrimeRx, Rx30, Computer-Rx, FrameworkLTC, QS/1, or similar pharmacy management platforms is particularly valuable.\nNice to Have\nPrevious software or technical support experience.\nExperience training pharmacy staff on technology or workflows.\nExperience supporting software implementations.\nFamiliarity with Jira, Zendesk, ServiceNow, or similar tools.\nExperience reviewing logs, configurations, or system activity.\nBasic familiarity with Windows, networking, integrations, or software troubleshooting.\nExperience with healthcare technology, workflow automation, or AI-powered technology.\nExperience in specialty, compounding, long-term care, mail-order, or high-volume retail pharmacy.\nWhat You Don't Need\nYou don't need to know how to code.\nYou don't need to be an engineer.\nYou don't need to be a project manager.\nYou don't need to own a book of business.\nYou don't need previous experience working with AI.\nYou don't need to arrive knowing TJM's technology.\nYou do need to understand pharmacy, enjoy technology, communicate exceptionally well, and be curious enough to keep digging when the first answer doesn't make sense. We'll teach you the rest.\nYou'll Probably Love This Role If...\nSomeone saying 'it's broken' immediately makes you want to know exactly what they were doing when it broke.\nYou're the person in the pharmacy people call over when something weird happens with the computer.\nYou ask, 'Can you show me?' a lot.\nYou enjoy figuring out why something happened almost as much as fixing it.\nYou know that 'it happens all the time' is not quite enough information to troubleshoot a problem.\nYou can talk comfortably with a pharmacy technician one minute and clearly document the same issue for an engineer the next.\nYou don't throw an issue over the fence to engineering and consider your job done.\nThere's something deeply satisfying to you about finally figuring out why the weird thing was happening.\nWhy TJM Labs\nYou'll join a fast-growing company working on a very real problem in healthcare. You'll see our automation working inside real pharmacies and taking repetitive work off the shoulders of pharmacists and pharmacy technicians.\nFor the right person, this can be a path from using pharmacy technology every day to becoming someone who helps shape how that technology works for pharmacies.\nBenefits\nWhat We Offer\nRemote-first work environment\nThe opportunity to work at the intersection of pharmacy, healthcare, and AI\nMeaningful opportunity to learn and grow as TJM Labs continues to scale","description_format":"text","description_chars":10745,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"Pakistan","iso":"PK","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Venture Capital"],"lifecycle":[{"event":"open","at":"2026-10-01T20:05:31Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.663,"p_room":0.55,"age_days":29,"expected_fill_days":27,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/updata-partners-bot-support-specialist-global-remote","json_url":"https://alion.io/job/updata-partners-bot-support-specialist-global-remote.json","meta":{"generated_at":"2026-10-13T07:11:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10552,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":705852},"rest":"https://alion.io/mcp/rest/get_company?id=705852"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fupdata-partners-bot-support-specialist-global-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fupdata-partners-bot-support-specialist-global-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fupdata-partners-bot-support-specialist-global-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/updata-partners-bot-support-specialist-global-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fupdata-partners-bot-support-specialist-global-remote"}]}