[Hiring] Technical Assistance Center Operations Support Analyst @Nuvem

Role Description

The TAC Operations Support Analyst is the first point of contact for NuvemRx pharmacy customers needing help with PioneerRx and pharmacy operational workflows. You will investigate, troubleshoot, and resolve Tier 1 support issues across prescription processing, claims adjudication, billing, inventory, and system configuration — translating your pharmacy expertise into fast, accurate resolutions for the customers who depend on us. This role requires candidates to be authorized to work in the United States; visa sponsorship is not available.

• Receive and manage inbound support requests via phone queue, email, and Salesforce.
• Investigate and resolve Tier 1 issues related to PioneerRx, prescription processing, billing, adjudication, inventory, and dispensing workflows.
• Escalate complex issues to higher tiers while maintaining ownership of customer communication.
• Educate pharmacy users on system functionality and workflow best practices.
• Document case activity, findings, and resolutions accurately in Salesforce.
• Identify recurring issues and contribute to knowledge base documentation and process improvements.
• Collaborate with Technical Support, Operations, Product, and Engineering on issue resolution.

Qualifications

• Certified Pharmacy Technician (CPhT).
• Minimum 2 years of pharmacy experience (retail, specialty, outpatient, or health system).
• Working knowledge of prescription processing, third-party billing and adjudication, prior authorizations, inventory management, and pharmacy workflow.
• Experience with pharmacy management software.
• Strong customer service, communication, and analytical skills.
• Ability to manage multiple priorities and work independently in a remote environment.
• Proficiency with Microsoft Office and web-based systems.

Requirements

• Hands-on experience with PioneerRx — strongly preferred.
• Experience in a pharmacy software support or healthcare technology environment.
• Experience with Salesforce or other case management platforms.
• Familiarity with 340B program operations or pharmacy reimbursement workflows.

Benefits

• Remote-first work environment
• Competitive compensation
• Flexible PTO
• Medical, dental, vision
• 401(k) with match
• Life and disability coverage
• Employee Assistance Program
• Mission-driven team
• WFH stipend