Deliver Technical Expertise That Powers Better Pharmacy Care
Every support interaction has the potential to improve healthcare outcomes. The Software Support Tech 3 plays a vital role in helping pharmacies maximize the value of industry-leading software solutions by providing expert technical assistance, resolving complex issues, and delivering exceptional customer experiences. This opportunity offers long-term career growth with Emapta and RedSail Technologies, where technology and healthcare come together to make a meaningful impact on communities worldwide.
Snapshot
Employment Type: Full-time
Work Setup:: Onsite, India
Shift: Night Shift, Weekends Off
Benefits
- Competitive salary package
- Medical and life insurance coverage
- Well-equipped, modern, and accessible offices
- Fixed weekends off
- 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/)
- Standard government and Emapta benefits
- Career growth opportunities
- Work-life balance
- Supportive and collaborative work environment
Qualifications
Education and Experience
- 3 to 5 years of experience in software technical support
- Associate degree in Computer Science or a related field preferred
- High school diploma with experience as a Software Support Technician in a call center environment
- Previous call center experience
- Experience as a Pharmacy Technician or in customer service roles within retail, hospitality, or similar industries is an advantage
Technical Skills
- Advanced knowledge of Windows 10 or later operating systems
- Advanced troubleshooting and problem-solving skills
- Proficiency in Microsoft Office Suite applications
- Strong understanding of professional phone communication techniques, including a confident and professional speaking manner
- Strong time management, prioritization, and multitasking skills
Professional Skills
- Excellent verbal and written communication, interpersonal, and active listening skills, with the ability to document customer interactions clearly, concisely, and accurately
- Strong analytical and creative problem-solving skills, with the ability to leverage case history to determine appropriate resolutions
- Ability to collaborate effectively within a team and work independently with minimal supervision
- Self-motivated with a commitment to continuously expanding knowledge of company products, services, and the pharmaceutical industry
- High level of professionalism and strong interpersonal skills
Judgment and Decision-Making
- Exercise sound judgment and discretion based on experience and established procedures
- Demonstrate strong decision-making skills and ethical work practices
Work Environment and Requirements
- Ability to work effectively in a general office environment, home office, or approved remote workspace
- Ability to perform physical activities including sitting, standing, reaching, kneeling, and bending as required
- Ability to work effectively under moderate to high levels of job-related stress
- Reliable internet access required for daily job responsibilities
- Ability to use Microsoft Teams, computers, printers, and other standard office equipment
- Little responsibility for the safety of others in a non-hazardous work environment
Responsibilities
Technical Support
- Respond promptly to support tickets and inbound phone calls
- Triage and resolve support requests related to pharmacy software functionality and features
- Explain pharmacy and technical concepts clearly to users with varying levels of expertise
- Troubleshoot, test, and document potential software defects for escalation to Tier IV Subject Matter Experts (SMEs)
Third-Party Claims Support
- Guide users in processing third-party claims, including insurance and Medicaid claims
- Troubleshoot and resolve claim submission, adjudication, and reimbursement issues
Product Knowledge
- Maintain current knowledge of pharmacy software features, functionality, and updates
- Expand knowledge of pharmacy workflows, regulations, and industry best practices
Team Collaboration
- Collaborate with team members to deliver comprehensive and effective customer support
- Coordinate with support and technical teams to resolve complex customer issues
Customer Service
- Deliver exceptional customer service through professionalism, patience, and empathy
- Build and maintain strong relationships with pharmacy customers
- Escalate issues appropriately to specialized support or technical teams when required
- Document and maintain accurate records of all customer interactions within the internal ticketing system
About the Client
Our client is a leading pharmacy technology provider focused on empowering pharmacies through advanced, integrated software solutions and innovative healthcare technologies. Supporting thousands of pharmacies and millions of patients each month, they enable improved patient outcomes, streamlined operations, and long-term sustainability. With a robust portfolio of solutions across pharmacy management, billing, claims processing, and patient engagement, our client is committed to building a highly efficient, clinically advanced, and financially sustainable pharmacy network that strengthens both providers and the communities they serve.
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
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