Account Representative, Bot Support

As an Account Representative at TJM Labs, you’ll act as the technical liaison between our internal platform team and our pharmacy clients. This role combines client relationship management with technical implementation and support.

You’ll help deploy automation solutions in client environments, guide users through implementation, troubleshoot production issues, and ensure clients feel supported throughout the lifecycle of the relationship.

We’ll provide training on our products and U.S. pharmacy workflows. What we need from you is strong technical troubleshooting ability, excellent communication skills, and confidence working directly with clients in a fast-moving operational environment.

This is a fully remote position. We are seeking candidates located in the U.S. Pacific Time Zone or candidates who can consistently work Pacific Time business hours (1:00 p.m.–9:00 p.m. PT).

What You’ll Do

• 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

What We’re Looking For

• 2–4 years of experience in technical account management, IT support, technical operations, customer success, or systems administration
• Must be located in the Pacific Time Zone or able to consistently work 1:00 PM–9:00 PM Pacific Time.
• 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

• Remote-first environment
• Paid Time Off
• 401(k) with company match
• Health insurance via ICHRA