Production Support Analyst

Guiding Innovation, Powering Healthcare

Be part of the IT force driving smarter healthcare solutions worldwide.

Healthcare and technology are merging faster than ever, and this is your chance to be at the center of it. Build a global career in IT -delivering solutions that improve patient care, optimize systems, and create lasting impact. Take this opportunity to grow, adapt, and make your mark on the future of healthcare tech.

Job Description

As a Production Support Analyst, you will ensure seamless integration of Health Note into client operations. You'll triage and resolve customer questions, configuration changes, and bug investigations while providing strategic guidance to maximize platform value.

Job Overview

Employment type: Full-time

Shift: Night shift, Shifting

Work setup: Onsite, Makati

Exciting Benefits Await:

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (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 )
• 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

• At least 1 year of experience in a technical or support role, particularly with SaaS products.
• Proficiency in customer support software, specifically Zendesk and Jira (required).
• Strong time management skills, ability to perform well under pressure, and expertise in creating workflows to streamline troubleshooting while adhering to standard processes and procedures.
• Enthusiasm for collaborating with other departments to find solutions that address customer needs.
• Confidence in communicating with clients to diagnose and troubleshoot issues, both written and verbal, with a step-by-step approach.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Skilled in setting expectations and delivering difficult messages empathetically.
• Bonus: Experience with project management or electronic health records (EHRs).

Tech Stack

• Zendesk and Jira.

Additional Preferred Skills

• Experience with project management or electronic health records. Familiarity with EHRs like Athena and Epic is highly beneficial.
• Knowledge of JSON structure and basic MongoDB searches is an advantage. Critical reasoning is prioritized over systems management skills.

Your Daily Tasks

• Manage client communication, including updates about major releases, enhancements, and outages.
• Resolve Tier 1 support requests independently and effectively.
• Escalate, triage, and assist with Tier 2/3 requests as needed.
• Document patient examples and customer requirements for bug investigations and product enhancement suggestions.
• Create and maintain knowledge base articles and disseminate analytical insights or reports.
• Proactively address customer issues by providing rapid resolutions or involving the appropriate team members.

About the Client

Transforming Healthcare Through AI-Driven Innovation

Our client is revolutionizing healthcare with AI-powered solutions that streamline patient data management. Their cutting-edge tools automate intake, provide real-time transcription, and integrate seamlessly with EHR systems, reducing inefficiencies and improving patient care. By empowering clinicians to focus on people instead of paperwork, our client is redefining how healthcare operates-making them a standout leader in the global healthtech space.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra