Customer Service Technician

The Back Room Offshoring Inc.

Angeles

Hybrid

PHP 201,000 - 312,000

Full time

2 days ago

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Job summary

The Back Room Limited is seeking a Customer Service Technician for its 24/7 support team, working an overnight shift in the Philippines. You will be the first point of contact for home health and hospice users of our EMR software, handling inquiries, troubleshooting, and delivering clear, professional English communications.

Responsibilities include assisting customers via phone, email, and chat, documenting interactions, and escalating complex cases while following HIPAA and data privacy

Qualifications

Fluent English communication, written and verbal.
1+ years customer service or BPO exposure preferred.
Able to work overnight shift (11 PM–8 AM PST).
Must adapt communication to various customer levels and maintain professionalism.

Responsibilities

Provide responsive support to customers via phone, email, and chat.
Explain software features, workflows, and best practices.
Troubleshoot routine issues and guide to solutions.
Document interactions in the support ticketing system.
Escalate complex issues to specialized teams.
Maintain HIPAA/data privacy compliance in records.

Skills

Fluent English

Customer service

Overnight shift capable

Strong problem solving

Attention to detail

Communication skills

Ticketing systems

Tools

Ticketing systems

Job description

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