Customer Support Specialist – EMR Software

The Back Room Offshoring Inc.; United States; Remote; USD 25,000 - 36,000; Full time

Job summary

The Back Room Limited is recruiting for a frontline support specialist to join a US-based healthcare software client’s 24/7 team. You’ll be the first contact via phone, email or chat, resolving common issues and guiding users through workflows with clear explanations.

This fully remote night-shift role (11:00 pm–8:00 am PH time) requires accurate ticket logging and adherence to HIPAA and data-privacy rules. Experience in customer service and a quiet home workspace are essential.

Qualifications

• Excellent spoken and written English; you can explain things clearly to customers with different levels of technical knowledge.
• At least 1 year of customer service or BPO support experience.
• Calm, patient problem-solver who follows processes carefully.
• Able to work the night shift consistently.
• A quiet home workspace and reliable internet.

Responsibilities

• Help customers by phone, email and chat with questions about software features and workflows.
• Troubleshoot common technical issues and guide customers to a fix.
• Escalate complex technical or clinical questions to specialist teams.
• Log every interaction accurately in the support ticketing system.
• Follow US health-privacy rules (HIPAA) and data-privacy rules when handling customer information.
• Pass product feedback and improvement ideas to the development team.

Skills

English proficiency

Customer service

Problem solving

Night shift

Tools

Ticketing system

Support software

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

Our client is a US‑based healthcare software company whose platform is used by home health and hospice providers to run patient care, operations and compliance. They’re growing their offshore support team. This role exists to give their customers fast, clear help whenever they’re stuck.

The Role

You’ll be the first person customers reach when they have a question or problem with the software, by phone, email or chat. You’ll troubleshoot common issues, explain features in plain language, and elevate the complex cases to the right specialist team. In your first 6–12 months, success means customers leave each conversation with an answer or a clear next step, and your tickets are accurate enough that anyone could pick them up.

This is a fixed shift night shift (11:00 pm - 8:00 am PH time), fully remote, as part of a 24/7 support team.

What You’ll Do

• Help customers by phone, email and chat with questions about software features and workflows




• Troubleshoot common technical issues and guide customers to a fix




• Escalate complex technical or clinical questions to specialist teams




• Log every interaction accurately in the support ticketing system




• Follow US health-privacy rules (HIPAA) and data-privacy rules when handling customer information




• Pass product feedback and improvement ideas to the development team

What We’re Looking For

• Excellent spoken and written English; you can explain things clearly to customers with different levels of technical knowledge




• At least 1 year of customer service or BPO support experience




• Calm, patient problem-solver who follows processes carefully




• Able to work the night shift consistently




• A quiet home workspace and reliable internet

Nice to Have

• Experience with EMR/EHR or other healthcare software




• A nursing, home health aide or hospice care background




• Familiarity with home health or hospice workflows and terminology




• Experience with a ticketing system or support software

Why This Role

You’ll build specialist skills in US healthcare software, an in-demand niche with a clear path beyond general BPO support. For nurses and caregivers, it’s a way to use your healthcare knowledge in a remote, non-clinical role.

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