Customer Support | Onsite | Cebu | Night Shift | Weekends Off

Emapta; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Competitive salary

Night differential

Fixed weekends off

HMO coverage

Office in Cebu

Salary advance program

Upskilling via Emapta Academy

Gym access (Ortigas/Makati)

Lifestyle perks

Referral incentives

20 annual leaves

Engagement activities

Mentorship exposure

Career growth

Diverse environment

Job summary

Emapta in Cebu, Philippines, is hiring for a Healthcare Software Support role that serves care providers and communities. You will handle calls, tickets, chats, and emails, escalating when needed while building product knowledge and contributing to a global support network.

This full-time, onsite position offers a night shift schedule with weekends off, competitive benefits, and opportunities for professional growth within a respected US healthcare technology client.

Qualifications

• High school diploma or equivalent.
• 1-3 years of professional experience in B2B communications.
• Basic understanding of IT processes.

Responsibilities

• Answer inbound customer calls and meet weekly missed-call, answered-call, and resolution-time targets.
• Respond to customer inquiries through ticketing software and meet first-response, resolution-time, and contact-points-to-close targets.
• Monitor inbound chats and meet chat first-response targets.
• Respond promptly to customer emails and direct customers to the ticketing system for better visibility.
• Escalate complex issues to Customer Success or higher support tiers and provide customers with an initial response.
• Create and update knowledge base articles to reflect product changes.

Skills

B2B communications

CRM principles

Microsoft Office

Analytical thinking

Written and verbal English

Customer service

Team collaboration

Technical language comprehension

Education

High school diploma

Tools

Microsoft Office Suite

Job description

Healthcare Software Support with Real Impact on Care Providers

Technology matters most when people can rely on it. The Customer Support role puts you at the heart of a healthcare technology company, helping providers solve problems and serve their communities with confidence. Your work will help customers get more from essential tools while you build a long-term global career with Emapta, alongside global teams that recognize top 1% talent.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Cebu
• Shift: Night Shift, 7:00 AM-8:00 PM Mountain Time, Weekends Off

Benefits

• Competitive Salary Package
• Night differential pay to maximize your earnings
• Fixed weekends off
• HMO coverage with free dependent upon regularization
• Prime office location in Cebu (Conveniently accessible by PUVs, with nearby 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: https://emapta.com/training-calendar/)
• 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

Qualifications

• High school diploma or equivalent
• 1-3 years of professional experience in B2B communications
• Basic understanding of IT processes

Skill Requirements

• Knowledge of B2B communication protocols and customer relationship management principles
• Proficiency in Microsoft Office Suite and strong computer literacy
• Analytical thinking, creative problem-solving, and organizational skills
• Clear written and verbal communication skills in English
• Customer service, relationship-building, and team collaboration skills
• Ability to understand technical language and communicate with emotional intelligence, professionalism, diplomacy, and tact

Responsibilities

• Answer inbound customer calls and meet weekly missed-call, answered-call, and resolution-time targets.
• Respond to customer inquiries through ticketing software and meet first-response, resolution-time, and contact-points-to-close targets.
• Monitor inbound chats and meet chat first-response targets.
• Respond promptly to customer emails and direct customers to the ticketing system for better visibility.
• Escalate complex issues to Customer Success or higher support tiers and provide customers with an initial response.
• Create and update knowledge base articles to reflect product changes.

About the Client

Our client is a respected U.S. healthcare technology company helping long-term and post-acute care providers improve the experiences of clients, families, and care professionals. Its integrated software supports recruitment, training, retention, recognition, and experience management, turning operational insights into better decisions. Backed by an established healthcare investor and trusted by industry partners, the company has expanded its capabilities to serve the full care continuum. Here, your support helps providers strengthen their teams and deliver more consistent, compassionate care every day.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.