Lead Mission-Critical Support for Patient-Centric Healthcare Systems
Our client is a leading innovator in pharmacy technology, powering a vast network of over 12,000 pharmacies and supporting millions of patients each month. They deliver advanced, integrated software and solutions that enhance medication access, streamline operations, and improve patient outcomes. Backed by decades of industry leadership and strategic growth, our client continues to transform healthcare delivery-empowering pharmacies with scalable, data-driven tools that drive both clinical excellence and sustainable business performance across an evolving healthcare landscape.
About the Role
As a Hardware Support Supervisor (India), you will lead frontline technical support operations that directly sustain healthcare-critical systems used by pharmacies across a vast network. This role drives operational discipline, service quality, and team capability in an environment where system uptime and responsiveness impact patient care. You will shape team performance, strengthen escalation frameworks, and ensure consistent delivery against strict service standards-positioning yourself at the center of scalable, mission-critical support leadership.
Role Snapshot
Employment Type: Full-time
Shift: Night shift (8:00 AM to 5:00 PM US Central Time; must be flexible within this window), Weekends Off
Work Setup: Temporary Work From Home, (Pune/Mumbai) India
Exciting Perks Await!
- Competitive package
- Medical life insurance
- Temporary WFH setup
- 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
Education/Training
- Minimum 1 to 2 years of Support Technician experience and 1 year of experience in a supervisor or team lead role preferred
- High school diploma or equivalent required; associate or bachelor’s degree preferred
Required Work Experience/Skills
- Strong oral and written communication skills
- Strong interpersonal, active listening, and empathic skills to handle difficult employee and customer situations
- Exceptional time management, decision-making, organizational, presentation, and problem resolution skills
- Strong communication, human relations, and interpersonal skills
Discretionary Judgment
- Use independent judgment and discretion based on experience, and knowledge of products, equipment, and services
- Seek assistance from support leadership or other departments to resolve issues when needed
Physical Demands, Working Conditions, and General Employment Guidelines
- Work in a general office environment, home office, or approved remote workspace
- Perform prolonged computer use throughout the workday
- Sit, stand, and communicate on the phone using a headset for most of the workday
- Handle moderate levels of stress in the performance of the role
Equipment
- Heavy use of telephone, computer, and printer
- Moderate use of other routine office equipment
Safety to Self and Others
- Minimal responsibility for the safety of others in a non-hazardous office environment
Working Conditions/Hazards
- Work in an open office environment, home office, or approved remote workspace
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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