Technical Support Associate | SQL, Hardware & Software

Resolve Critical Pharmacy Technology Issues from Database to Device

Our client is an established pharmacy technology provider helping community, long-term care, outpatient, specialty, and enterprise pharmacies improve operations and patient care. Its integrated software, payment, billing, transaction-processing, and engagement solutions support more than 12,000 pharmacies serving over 10 million patients each month. Built through decades of innovation and a portfolio of trusted pharmacy technology brands, the company enables pharmacies to simplify workflows, strengthen financial sustainability, expand medication access, and deliver better health outcomes across diverse communities they serve.

Job Description

Reliable pharmacy operations depend on technical support that keeps databases, applications, and devices performing seamlessly. Join Emapta as a Technical Support Associate - SQL, Hardware & Software, applying Microsoft SQL Server knowledge and hands-on troubleshooting to resolve POS, software, hardware, Windows, and connectivity issues. Support essential pharmacy technology while building a long-term global career with international exposure, continuous development, career stability, premium benefits, and an exceptional Top 1% employee experience.

Job Overview

• Employment Type: Full Time
• Shift: Night Shift, 8:00 AM-5:00 PM EST (Training for 6 weeks); weekend and on-call availability as needed
• Work Setup: Onsite, Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Night differential pay to maximize your earnings
• Weekends off
• 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 on 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

The Qualifications We Seek

• Associate degree in Computer Science, Information Technology, or a related field preferred
• At least 2 years of experience in software support, technical support, IT help desk, or a related technical support role
• Hands-on experience with Microsoft SQL Server, including SQL databases, SQL queries, and database troubleshooting
• Strong hardware and software troubleshooting skills, including diagnosing and resolving desktop, application, peripheral, and system issues
• Advanced knowledge of Windows 10 or later, including configuration and troubleshooting
• Working knowledge of computer networking and common connectivity issues
• Advanced troubleshooting, analytical, and problem-solving skills, with the ability to use previous case history to determine appropriate solutions
• Excellent oral and written communication, interpersonal, and active listening skills, including clear and factual documentation of customer interactions
• Strong telephone communication skills with a professional and confident speaking style
• Previous call center, help desk, or customer-facing technical support experience
• Proficiency in Microsoft Office, Microsoft Teams, and standard computer and office equipment
• Strong time management and multitasking skills, with the ability to prioritize tasks independently and work with minimal supervision
• Ability to collaborate effectively within a team while exercising sound judgment and discretion
• Self-motivated and willing to develop knowledge of company products, services, and the pharmaceutical industry
• Ability to work effectively in a moderate- to high-stress support environment
• Flexibility to work weekends and provide on-call support based on business needs

Your Daily Tasks

Technical Support

• Respond promptly to incoming support tickets and phone calls
• Triage support tickets related to basic functionality and features within the pharmacy POS software
• Provide clear and concise explanations of the point-of-sale software and technical concepts to users with varying levels of expertise
• Use consistent troubleshooting techniques to identify the source of customer issues quickly and efficiently and provide prompt, appropriate solutions
• Troubleshoot, test, and document potential software bugs for Tier II subject matter experts

Product Knowledge

• Stay up to date on the latest features and functionality of the point-of-sale software
• Continuously expand knowledge of point-of-sale workflows and best practices

Teamwork

• Collaborate effectively with team members to provide comprehensive support

Customer Service

• Exceed customer service expectations by remaining patient, empathetic, and professional
• Build strong relationships with pharmacy customers
• Escalate issues appropriately to other support or technical staff to resolve customer needs
• Document and maintain detailed records of all customer interactions in the internal ticketing system

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 winner of Inspiring Workplaces Australasia 2026, 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.

Apply now and experience the difference!