What are the responsibilities and job description for the Technical Support Specialist position at TelyRx?
Description
Title: Technical Support Specialist
Location: Clearwater, FL (Fully on-site)
Employment Type: Full-Time
Reports To: Senior Product Manager
Salary Range: $50,000 - $60,000
About TelyRx
TelyRx is a tech-enabled pharmacy revolutionizing access to prescription medications through next-day delivery, innovative technology, and seamless customer experience. We are breaking down barriers in healthcare to provide essential medications quickly, affordably, and reliably.
Overview
We are looking for a Technical Support Specialist to serve as the first line of defense for technical and operational issues across our business. This role is critical in helping manage workflow on our Operations and CX teams by owning inbound technical tickets, troubleshooting issues, and ensuring timely resolution. You will work cross functionally with Operations, Customer Support (CX), Engineering and Product to diagnose problems, escalate when necessary, and help improve systems and workflows over time.
Key Responsibilities
Ticket Management & Issue Resolution
Qualifications
Title: Technical Support Specialist
Location: Clearwater, FL (Fully on-site)
Employment Type: Full-Time
Reports To: Senior Product Manager
Salary Range: $50,000 - $60,000
About TelyRx
TelyRx is a tech-enabled pharmacy revolutionizing access to prescription medications through next-day delivery, innovative technology, and seamless customer experience. We are breaking down barriers in healthcare to provide essential medications quickly, affordably, and reliably.
Overview
We are looking for a Technical Support Specialist to serve as the first line of defense for technical and operational issues across our business. This role is critical in helping manage workflow on our Operations and CX teams by owning inbound technical tickets, troubleshooting issues, and ensuring timely resolution. You will work cross functionally with Operations, Customer Support (CX), Engineering and Product to diagnose problems, escalate when necessary, and help improve systems and workflows over time.
Key Responsibilities
Ticket Management & Issue Resolution
- Own and manage inbound technical and operational support tickets from intake through resolution
- Troubleshoot issues related to website functionality, order processing, and internal systems
- Prioritize and triage tickets based on urgency and business impact
- Ensure timely communication and updates to stakeholders throughout the lifecycle of each issue
- Collaborate with Operations and CX teams to resolve complex or escalated customer issues
- Act as a technical bridge between CX and internal systems when standard workflows break
- Identify patterns in recurring issues and proactively recommend solutions
- Support Product Manager in gathering requirements, documenting issues, and defining scope
- Conduct root cause analysis on recurring or high impact issues
- Translate business problems into clear, actionable tickets for engineering teams
- Assist in validating fixes and testing solutions before release
Qualifications
- 1–3 years of experience in technical support, helpdesk, or operations support roles
- Strong troubleshooting and problem solving skills
- Ability to navigate and understand web-based systems, databases, and workflows
- Experience working with ticketing systems (e.g., Asana, Jira, HubSpot, etc.)
- Excellent communication skills with both technical and non-technical stakeholders
- Ability to manage multiple priorities in a fast-paced environment
- Experience with eCommerce platforms (Magento is a major plus)
- Basic knowledge of SQL
- Familiarity with APIs, integrations, or system debugging
- Experience working closely with Product or Engineering teams
Salary : $50,000 - $60,000