Software Support Tech 1 - Integra

Emapta Global; Mandaluyong; On-site; PHP 360,000 - 420,000; Full time

Benefits offered by this job

HMO coverage for dependents

Salary advance program

Upskilling through Emapta Academy

Gym access and wellness

Lifestyle perks

Employee referral incentives

20 annual leaves (5 cash convertible)

Mentorship with global teams

Job summary

Emapta Philippines is hiring a Software Support Tech 1 - Integra to diagnose and resolve software, Windows, SQL, and networking issues impacting pharmacy operations. You will support healthcare technology used internationally and advance your IT career with Emapta.

The role involves on-site night shifts in Ortigas, with weekend off and a competitive salary package. You’ll gain exposure to global leaders, mentorship, and ongoing upskilling through Emapta Academy.

Qualifications

• At least 2 years of relevant software support or IT help desk experience.
• Associate degree in Computer Science or related field preferred.
• Experience with relational databases (SQL) and MS SQL Server.
• Experience with fax/telephony tech and call center environments.
• Customer service experience in retail, hospitality, or similar fields is preferred.

Responsibilities

• Respond to customer calls, system alerts, and emails about software issues.
• Troubleshoot and resolve software and technical problems.
• Triage tickets and explain software concepts clearly to users.
• Document case notes accurately in the Case Management System.
• Maintain ownership of customer cases from initial contact to resolution.

Skills

Windows troubleshooting

SQL databases

Networking basics

Android/iOS devices

Phone/video support

Customer service

Microsoft Office

Team collaboration

Case notes

Education

Associate degree in Computer Science

Tools

Microsoft SQL Server

Microsoft Teams

Job description

Troubleshoot the Technology Behind Smarter Pharmacy Operations

Our client is a healthcare technology company delivering innovative software solutions that help pharmacies operate more efficiently and serve patients more effectively. They support community, long-term care, and outpatient pharmacy environments through technology for pharmacy management, workflow automation, document management, delivery tracking, claims processing, and patient engagement. By connecting critical pharmacy operations through reliable digital solutions, they help thousands of pharmacies streamline workflows, strengthen medication management, improve business performance, and ultimately support better patient outcomes.

About the role

Give pharmacy technology the right diagnosis when systems need a fix. As a Software Support Tech 1 - Integra, you'll investigate software, SQL, Windows, and networking issues that impact pharmacy operations. Sharpen your troubleshooting expertise, support healthcare technology used internationally, and build a globally competitive IT career with Emapta.

Your Career at a Glance

• Employment Type: Full-time
• Shift: Night Shift, Weekends Off (weekend work may also be required as needed)
• Work Setup: Onsite, Ortigas
• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Education & Experience

• At least 2 years of relevant experience in software support, technical support, IT help desk, or a related role
• Associate degree in Computer Science or a related field, preferred
• Training or extensive experience in relational database management and Structured Query Language (SQL), specifically Microsoft SQL Server
• Training or experience with fax and telephony technologies
• Previous call center experience
• Customer service experience in retail, hospitality, or a similar field, preferred

Technical Skills

• Advanced knowledge of Windows 10 and Windows Server 2022 or higher
• Proficient understanding of Microsoft SQL databases and SQL queries
• Proficient understanding of IPv4 and/or IPv6 networking technologies, including infrastructure, configuration, troubleshooting tools, and techniques
• Knowledge of networking equipment, including firewalls, switches, routers, and access points
• Strong understanding of server-class computer system components
• Proficiency in the use, management, and troubleshooting of Android and iOS smartphones and tablets
• Working knowledge of Microsoft Office Suite
• Advanced technical troubleshooting and problem-solving skills

Communication & Professional Skills

• Excellent oral and written communication, interpersonal, and active listening skills
• Ability to write clear, concise, and factual case notes for customer interactions
• Professional and confident phone communication skills
• Strong analytical and creative problem-solving skills
• Strong time management and multitasking skills
• Ability to work collaboratively within a team and independently prioritize tasks with minimal supervision
• Ability to exercise independent judgment and sound decision-making
• High level of professionalism and ethical work values
• Strong motivation to expand knowledge of software products, services, and the pharmaceutical industry

Discretionary Judgment

• Ability to exercise independent judgment and discretion based on relevant experience
• Sound judgment and strong ethical work values

Physical Demands and Working Conditions

• Ability to work effectively under moderate to high levels of job-related stress
• Ability to perform physical activities such as sitting, standing, reaching, kneeling, and bending
• Flexibility to work weekends and provide on-call support based on business needs

Equipment and Internet Requirements

• Ability to use Microsoft Teams, computers, printers, and other routine office equipment daily

Your Daily Tasks

Technical Support

• Respond to incoming customer calls, system alerts, and emails regarding issues or questions related to software products and services.
• Identify, troubleshoot, and resolve customer software and technical issues.
• Triage support tickets related to basic software functionality and features.
• Explain software functionality and technical concepts clearly to users with varying levels of technical expertise.
• Apply consistent troubleshooting techniques and tools to identify the source of customer issues and provide prompt, appropriate solutions.
• Troubleshoot, test, and document potential software defects for escalation to Tier II Subject Matter Experts.
• Enter accurate and complete case notes for each customer interaction in the applicable Case Management System.
• Maintain ownership of customer cases from initial contact through resolution, including regular status updates.
• Collaborate with Support Technicians, Leads, Managers, and other departments to resolve complex technical issues.

Product Knowledge

• Maintain current knowledge of the latest software features and functionality.
• Expand knowledge of software technical requirements and best practices.

Teamwork

• Collaborate effectively with team members to provide comprehensive and consistent technical support.

Customer Service

• Exceed customer service expectations through patience, empathy, professionalism, and responsiveness.
• Build strong relationships with pharmacy customers.
• Escalate customer issues appropriately to support or technical specialists for timely resolution.
• Document and maintain detailed records of all customer interactions in the internal ticketing system.
• Complete other duties as assigned.

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.