[Hiring] Hardware Support Tech @Emapta

Role Description

Deliver Technical Excellence Across Healthcare Technology. The Hardware Support Tech safeguards pharmacy operations by delivering responsive support, optimizing technology performance, and strengthening customer success across thousands of healthcare providers.

Qualifications

• High school diploma or equivalent
• 1-5 years of experience in IT systems, installation, or application support within a remote IT help desk environment
• Strong knowledge of computers, printers, and networking equipment used in small business environments
• Experience providing customer-facing technical support; healthcare or pharmacy industry experience is an advantage
• Knowledge of security best practices for protecting sensitive healthcare data
• Excellent verbal and written communication skills, including professional and confident phone communication with both technical and non-technical users
• Strong time management, prioritization, and multitasking skills
• Ability to work independently in a fast-paced environment
• Commitment to delivering exceptional customer service
• Ability to quickly learn new technologies and products that support pharmacy operations
• Sound judgment, discretion, and professional integrity when resolving technical issues

Requirements

• Proficiency in Microsoft Teams (phone), computers, and standard office equipment
• Access to a reliable high-speed internet connection
• Ability to work safely in a low-risk office or approved home workspace with no exposure to hazardous materials or equipment
• Willingness to work a shifting schedule within the assigned US Eastern Time zone

Responsibilities

• Respond promptly to help desk tickets and phone calls from pharmacies
• Troubleshoot and resolve technical issues involving printers, computers, interfaces, and networking equipment
• Document technical support activities and maintain accurate records of customer interactions
• Consult with pharmacy staff to optimize technology configurations and recommend system improvements
• Deliver training on software applications and hardware devices
• Provide exceptional customer service and ensure a positive support experience for pharmacy teams
• Collaborate with technical support team members to resolve complex technical issues and maintain service continuity
• Identify recurring technical issues and recommend long-term solutions
• Participate in meetings and training sessions to stay current with technical support best practices and industry trends

Benefits

• Competitive salary designed for top-tier talent
• Full compliance with Dominican statutory benefits, including 13th-month pay (Christmas bonus), paid annual vacation and public holidays, and social security contributions covering health insurance, pension (AFP), and occupational risk insurance
• Sick leave and disability coverage through Social Security
• Career growth opportunities with global exposure
• Exposure to international clients and global best practices
• Learning and development support (courses, certifications, upskilling) through Emapta Academy