Vendor Support Representative - Fully Remote
Vendor Support Representative
Join the team that’s transforming how hospitals and surgery centers run their operating rooms!
Region: National (fully remote)
Department: Vendor Support & Operations
Reports to: Director of Vendor Success
Employment: Full-Time
Compensation: $50,000
About OR TRAX
O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput across enterprise health systems.
Trusted by some of the nation’s most complex providers, O.R. TRAX supports hundreds of hospitals with zero-hardware deployment and enterprise-scale reliability. iBadge technology streamlines vendor check-ins, reduces delays, and keeps surgical teams moving.
The company is fast-growing, execution-driven, and built for ownership. Teams run end to end. Wins are visible. Mistakes get fixed fast. The work directly impacts patient care, hospital efficiency, and surgical safety.
This is a front-row seat to building infrastructure healthcare depends on, one hospital and one Ambulatory Surgical Center (ASC) at a time.
About the Role
Our vendors are the pharma reps, device reps, and other outside vendor personnel who rely on O.R. TRAX and iBadge every day to get into healthcare facilities and ORs to do their jobs. We're looking for a Support Agent to be a frontline resource for them, handling inbound and outbound calls and tickets, digging into issues to find root cause rather than just surface fixes, and keeping our Jira and Confluence documentation accurate and up to date.
It's a fast-paced role that rewards someone who picks things up quickly, investigates thoroughly, and stays calm under volume.
What You'll Do
Answer inbound vendor support calls and make outbound calls as needed to follow up, gather information, or close the loop with vendors
Manage and work tickets in Jira Service Management from intake through resolution
Investigate issues thoroughly, digging past the symptom to understand root cause, and propose clear solutions rather than just logging the problem
Follow and help maintain SOPs and Confluence documentation, flagging gaps or outdated steps
Triage and escalate issues appropriately, following documented escalation paths
Provide clear, professional communication with vendors, including non-technical users
Keep ticket notes and internal comments accurate and complete for handoffs and audits
What We're Looking For
Experience with Atlassian tools (Jira, Confluence) in a support or ticketing context
Prior phone-based support experience, comfortable with both inbound and outbound calls
Strong investigative skills: able to dig into a problem, work through it systematically, and suggest a solution rather than just escalating on first contact
Solution-oriented, focused on resolving the issue, not just documenting it
Strong deescalation skills, able to calm a frustrated vendor and handle the issue effectively and independently
Quick learner, comfortable picking up new tools, products, and processes with minimal ramp time
Strong written and verbal communication skills
Comfortable multitasking across calls, tickets, and documentation in a single shift
Detail-oriented, especially around documenting steps and ticket history accurately
Strong typing speed and accuracy, able to document thoroughly while on a call
Reliable and punctual, with the ability to work assigned shift hours consistently
Team-first attitude, comfortable leaning on the Support Operations Lead and peers for anything outside their depth
Nice to Have
B2B and/or SaaS experience is a plus
Healthcare or regulated-industry experience is a plus, but not required
Why O.R. TRAX?
Massive Impact: Hospitals and ambulatory surgery centers using O.R. TRAX report saving hundreds of thousands per year, reducing surgical delays, and improving patient safety.
Explosive Growth: Be part of a rapidly expanding company with a proven solution and an untapped market.
Room to Grow: Strong performers have a path toward the Vendor Support Operations Lead role and beyond.
Fun, Driven Team: We celebrate wins, share ideas, and truly love what we do.