Technical Support Specialist

About LighthouseAI

LighthouseAI, a Pharma Solutions company, provides pharmaceutical state licensing software and services to pharmaceutical manufacturers, wholesale distributors, logistics companies, and pharmacies.

The LighthouseAI product suite includes LighthouseAI Intelligence, which uses artificial intelligence to automate compliance requirement research, and LighthouseAI Management which enables maintenance.

LighthouseAI will create a stress-free and streamlined state licensing experience with support from our expert industry veterans and professional solutions.

This is a full-time remote position.

Working hours: 8am - 4:30pm ET

Essential Duties And Responsibilities

• Provide technical support for customers via phone, email, or live chat, ensuring timely follow-up and resolution of issues.
• Diagnose, troubleshoot, and resolve software/product issues efficiently.
• Document and track customer interactions, technical issues, and resolutions.
• Work closely with the engineering and product teams to communicate product feedback and technical challenges.
• Escalate unresolved issues to the appropriate teams and ensure timely follow-up.
• Conduct software testing on bugs fixes and enhancement requests tracked in Jira.
• Develop user guides and release notes for product releases.
• Train customers on product usage and best practices.
• Create and maintain knowledge base articles, FAQs, and user guides.
• Collaborate with Marketing team to develop scripts and create training videos for product features and updates.
• Stay up to date with product features, updates, and industry trends.
  
  

Work Experience Qualifications

• 4+ years of experience in technical product support role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting complex technical products.
• Excellent verbal and written communication skills.
• Experience working with help desk software or ticketing systems (e.g. Jira, Zendesk).
• Basic knowledge of APIs, databases, and operating systems is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong customer service skills and a proactive approach to problem resolution.
  
  

Other Qualifications

• Microsoft Office suite competency including Excel, Word, and PowerPoint
• Staying organized while effectively prioritizing multiple projects at once.
• High attention to detail when completing projects.
• Strong time management skills to complete projects by deadlines.
• Self-motivated individual who takes ownership of their projects.
• Maintain excellent verbal, writing, and language skills.
• Previous experience working in a B2B or enterprise software environment
  
  

Benefits Offered

• Health, dental and vision insurance
• Sort Term & Long Term Disability
• Life Insurance
• FSA
• Paid time off
• 401(k)
  
  

The Pay Range For This Role Is

60,000 - 62,000 USD per year(Remote - United States)