Account Representative, Bot Support - Global

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TJM Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

TJM Labs is a healthcare technology company that builds AI-powered automation for pharmacy operations. Their products (TJM Bot, TJM Retail Bot, VoiceAI, Provider Portal, Pharmesol) automate prescription intake, data entry, refill management, benefit investigation, patient communication and other repetitive pharmacy tasks for compounding, specialty, long-term care, retail/independent and Canadian pharmacies. Built by pharmacists and engineers, their HIPAA-compliant bots integrate with existing pharmacy management systems (no API or system replacement required) and are marketed as an embedded, supported automation platform that reduces errors, saves payroll costs, and scales pharmacy operations without adding headcount. The company highlights customer metrics (450+ pharmacies live, 500K+ tasks automated daily) and positions itself as a B2B SaaS provider of AI automation for pharmacy workflows.

📋 Description

• Serve as the primary technical point of contact for assigned client accounts • Coordinate and support remote deployment of automation solutions in client environments • Configure environments, credentials, permissions, and connectivity settings required for implementation • Guide pharmacy clients through deployment, validation, onboarding, and handoff via screen-share and live support sessions • Monitor production automation activity, queue health, scheduled jobs, and execution performance • Troubleshoot issues by reviewing logs, identifying root causes, restarting services, or escalating engineering issues when needed • Maintain strong ongoing client relationships through responsive communication and issue resolution • Document implementations, recurring issues, troubleshooting steps, and client-specific operational notes • Escalate platform or engineering concerns with clear reproduction details and supporting logs • Participate in an on-call rotation for after-hours and weekend support coverage • Coordinate issue handoff across time zones with U.S.-based teammates

🎯 Requirements

• 2–4 years of experience in technical account management, IT support, technical operations, customer success, or systems administration • Strong troubleshooting and problem-solving skills with the ability to work backward from symptoms to root cause • Experience supporting Windows desktop/server environments, scheduled tasks, services, or networking fundamentals • Excellent written and verbal English communication skills • Comfortable leading screen-share sessions and speaking directly with U.S.-based clients • Strong organizational skills with the ability to manage multiple client issues simultaneously • Reliable home office setup with stable internet and power for remote support work • Willingness to participate in an on-call rotation, including occasional weekend coverage • Nice to Have • Experience with RPA or automation platforms (UiPath, Automation Anywhere, Blue Prism, Power Automate, etc.) • Prior experience in a client-facing technical support or technical account role • Familiarity with remote support tools (TeamViewer, AnyDesk, ScreenConnect, RDP) • Scripting experience in PowerShell, Python, or similar • Exposure to ticketing systems such as Jira Service Management, ServiceNow, or Zendesk • Basic SQL knowledge for troubleshooting data or automation outputs • Experience in healthcare, pharmacy, or regulated operational environments

🏖️ Benefits

• $10 USD/hour • Remote-First Environment • Paid Time Off