Strengthen Patient-Care Systems with Advanced Hardware Support Oversight
Be at the forefront of maintaining the systems that pharmacies rely on to operate seamlessly and serve patients effectively. As an IT Technical Support Team Lead, your leadership will influence how support teams perform, how issues are resolved, and how service standards are upheld at scale. As part of Emapta, this is a long-term career opportunity offering global exposure and a premium environment for top-tier professionals.
Role Snapshot
Employment Type: Full-time
Shift: Night Shift aligned to US Central Time (8:00 AM - 5:00 PM; must be flexible within this window), Weekends Off
Work Setup: Work From Home, Coimbatore or Pune, India
Exciting Perks Await!
- Competitive package
- Medical life insurance
- Work from Home arrangement
- Standard government and Emapta benefits
- Well-equipped, modern, and accessible offices
- Employee engagement initiatives
- Mentorship and exposure to global leaders and teams
- Diverse, inclusive, and supportive culture
- Transparent performance management
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
The Qualifications We Seek
- 3-5 years of experience in hardware or technical support roles
- At least 1 year of experience in a supervisory, team lead, or leadership capacity
- Strong background in troubleshooting hardware and system-related issues
- Proven ability to manage and coach support teams in a structured environment
- Experience handling client-facing interactions, escalations, and service delivery
- Strong communication skills with the ability to simplify technical concepts
- Excellent problem-solving, decision-making, and organizational skills
- Ability to manage performance metrics, KPIs, and service standards
- High school diploma required; associate's or bachelor's degree preferred
- Must be based in Coimbatore or Pune
Key Responsibilities
- Supervise daily operations of a customer support team
- Oversee training delivery and ensure adherence to established processes
- Identify, test, and implement tools to enhance support capabilities
- Collaborate with escalation teams to identify and resolve system defects
- Develop team members to meet or exceed key performance indicators
- Train team on tools and methodologies aligned with quality standards
- Coach team members to strengthen technical, communication, and domain expertise
- Evaluate individual and team performance on a weekly and monthly basis
- Execute coaching, mentoring, and performance improvement plans
- Escalate potential disciplinary or corrective action needs to leadership
- Monitor active cases to ensure timely and effective resolution
- Serve as first point of contact for customer inquiries when required
- Manage escalations and defuse high-impact customer interactions
- Approve time entries and leave requests including PTO and sick leave
Welcome to Emapta India-your gateway to professional excellence
At Emapta India, careers are built on stability, growth, and meaningful global exposure. Partner with international clients across industries while staying rooted in your home country. With a strong network of global partners, we create opportunities that empower professionals to thrive, innovate, and make a real impact. Join a community driven by ambition, collaboration, and long-term success-where your potential meets limitless global possibilities.
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