Customer Service Technician

About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client
The client is a leading Electronic Medical Record (EMR) platform purpose-built for home health and hospice organizations. Our software helps thousands of healthcare providers deliver quality patient care while streamlining operations and compliance.

The Role
We are seeking a Customer Service Technician to join our 24/7 support team. In this overnight shift role (11 PM – 8 AM PST / Philippines Time), you will be the first point of contact for home health and hospice organizations using our EMR software. You will answer customer inquiries, troubleshoot general issues, and provide solutions with professionalism, patience, and clear communication in English.

What You'll Do

• Provide responsive, professional support to customers via phone, email, and chat

• Answer questions about software features, workflows, and best practices

• Troubleshoot common technical issues and guide customers to solutions

• Document all customer interactions and issues in our support ticketing system

• Escalate complex technical or clinical questions to specialized teams

• Maintain accurate records and follow HIPAA and data privacy protocols

• Identify product improvement opportunities and relay feedback to development teams

What We're Looking For

• Fluent English speaker with excellent written and verbal communication skills

• Proven customer service or BPO support experience (1+ years preferred)

• Ability to work overnight shift consistently (11 PM – 8 AM PST)

• Strong problem-solving skills and ability to remain calm under pressure

• Reliable internet connection and quiet workspace at home

• Attention to detail and ability to follow processes and documentation
  English Language Requirements

• This position requires clear and professional English communication. Candidates must be able to:

• Speak clearly and adjust communication style to different customer personalities and technical levels

• Write professional, accurate emails and support tickets with proper grammar and spelling

• Understand healthcare terminology and industry jargon specific to home health and hospice

• Listen actively and ask clarifying questions to fully understand customer concerns

Nice to Have

• Previous experience with EHR/EMR systems or healthcare software

• Basic familiarity with home health, hospice, or healthcare workflows

• Nursing, home health aide, or hospice care background (a major plus)

• Experience with ticketing systems or support software

Work Set-up: Hybrid
Onsite Location: Makati Office
Work Schedule: 11 PM – 8 AM PST

This role is open to Philippine citizens currently based in the Philippines.

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