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 Requirements - Sound judgment, discretion, and professional integrity when resolving technical issues - 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

• Own projects from inception to production — responsible for outcomes, not just process • Understand technical scope, architecture, and dependencies well enough to anticipate problems before they surface • Ensure infrastructure, testing, performance, and operational readiness are considered from the start • Know the current state of your projects at all times • Communicate early and often — bad news delivered early is manageable; bad news delivered late is a crisis • Provide honest, accurate status updates — never spin, never hide, never assume someone else will raise it • Tailor to the audience — technical detail for engineers, business impact for leadership, actionable clarity for everyone • Participate meaningfully in technical discussions — you don't write code, but you understand what is being built and why • Engage with engineers on architecture, dependencies, and integration points to accurately assess delivery risk • Bridge engineering and business by translating technical constraints into language stakeholders can act on • Identify risks early through genuine understanding of the work, not by reading ticket statuses • Escalate with context — what is the risk, what is the impact, what are the options • Contribute to post-incident reviews with a delivery lens — impact, learnings, prevention • Look for friction in how work flows and propose practical improvements • Experiment with AI tooling to improve delivery efficiency — reporting, analysis, coordination, and communication • Maintain delivery tooling as a means to an end, not an end in itself

Role Description We are looking for a Technical Application Support Analyst to provide application support, troubleshooting, maintenance, and operational support for enterprise business applications including Microsoft Dynamics 365, DocuSign CLM, Hyland OnBase, and integration platforms. This position will be a full-time contract and remote. What You’ll Do - Provide Tier 2 and Tier 3 support for Microsoft Dynamics 365, DocuSign CLM, Hyland OnBase, and integration tools utilized by the client. - Troubleshoot and resolve application incidents, service requests, workflow issues, configuration errors, and integration-related problems. - Conduct root cause analysis for recurring and high-impact issues and recommend corrective actions and long-term improvements. - Perform application configuration updates, workflow modifications, and system maintenance activities in accordance with change management procedures. - Collaborate with internal technical teams, business stakeholders, and third-party vendors to resolve escalated issues and support upgrades, patches, and releases. - Participate in testing activities, including test planning, regression testing, and user acceptance testing support. - Maintain application documentation, including standard operating procedures, configuration records, troubleshooting guides, and process workflows. - Monitor application health, performance, and availability, proactively identifying risks and potential service disruptions. - Support service-level commitments and participate in on-call or after-hours support activities as needed. - Ensure application reliability, security, and compliance with established government and organizational standards. Qualifications - 3+ years supporting enterprise applications in a managed services or multi-client environment. - Strong analytical, troubleshooting, and problem-solving skills. - Ability to review logs, diagnose technical issues, and collaborate with technical teams to resolve complex problems. - Knowledge of ITIL processes, including Incident, Problem, and Change Management. - Excellent written and verbal communication skills with the ability to interact effectively with technical and non-technical stakeholders. Requirements - Experience supporting applications within government, regulated, or highly compliant environments. - Experience with one or more of the following: - Microsoft Dynamics 365, particularly Customer Service or case management modules. - DocuSign CLM administration, support, or configuration. - Hyland OnBase document management, workflow, and system administration. - Integration tools and technologies such as Informatica, APIs, or related platforms. - Knowledge of system integrations, APIs, and workflow automation related to Dynamics 365 or document management platforms. - Basic SQL experience for troubleshooting, reporting, and diagnostic activities. - ITIL Foundation certification. - Microsoft Dynamics 365 certification(s). - Hyland OnBase certification(s). - DocuSign certification(s) or related credentials. - Demonstrated customer service focus, attention to detail, adaptability, collaboration, and commitment to quality. Benefits - Medical, dental, and vision insurance. - 401k retirement account access. - Paid sick leave and/or other paid time off as provided by applicable law.

• Use your technical expertise and customer service instincts to resolve questions and issues for our online merchants • Communicate clearly in writing to both technical and non-technical audiences • Make occasional outbound phone calls when an issue needs quick context gathering • Diagnose technical issues and guide merchants to resolutions that make their subscription experience smooth • Help merchants understand our features and capabilities so they have what they need to succeed and grow • Identify patterns and recurring issues, filter out noise, and escalate real bugs to engineering with the context they need to act fast • Work day to day in Intercom, and get comfortable moving between them as needed (familiarity with Intercom is a strong plus) • Collaborate with teammates in our swarm support model to resolve issues quickly and as a team • Be a product expert for our merchants. Know the platform inside and out, and stay current on new releases • Contribute to individual, team, and company goals • Live by and champion our values: Accountability, Collaboration, Iteration, and Details