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• Follow and help maintain SOPs and Confluence documentation, flagging gaps or outdated steps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.