Software Support Tech 1 - Integra | Onsite | Ortigas | Night Shift
Emapta
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Benefits offered by this job
Job summary
Emapta Philippines is hiring a Software Support Tech 1 - Integra to diagnose and resolve software, SQL, Windows, and networking issues affecting pharmacy operations. The role offers night shift hours with weekends off and onsite work in Ortigas, with rapid exposure to global healthcare technology customers.
The ideal candidate has 2+ years in software/help desk support, an associate degree in CS or related field, and experience with SQL and telephony.
Qualifications
- 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 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
Responsibilities
- 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.
Skills
Education
Tools
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.
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.
- 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)
- Weekends Off
- 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)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
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
- Ability to exercise independent judgment and discretion based on relevant experience
- Sound judgment and strong ethical work values
- 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
- Ability to use Microsoft Teams, computers, printers, and other routine office equipment daily
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.
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.
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