Job Details

Overview

Customer Support Representative (Remote) at ECP. ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents and is used in over 6,500 communities worldwide. The role involves providing customer service via phone, email, and ECPs ticketing system from a remote location.

Responsibilities

• Provide support to ECP's end users as the first point of contact for questions, troubleshooting, and any issues
• Follow best practices for resolving tickets with customers by:
  • Clarifying the customers reason for a support request
  • Determining the cause of any problems
  • Selecting and explaining the best solution to solve the problem
  • Expediting correction or adjustment
  • Following up to ensure resolution
• Maintain customer records by updating account information in HubSpot
• Follow best practices for documentation in ECP's ticketing system
• Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and providing support for launching new products
• Become a product expert and provide product enhancement ideas to the Product Management team
• Contribute to team goals by accomplishing related tasks accurately and in a timely manner
• Participate in ECP's rotating on-call schedule to provide after-hours support as needed
• Consistently meet performance metrics and KPIs

Requirements

• Customer Service Experience
• Software experience; experience with eMARs, EHRs or other healthcare-related technologies is preferred
• Strong problem-solving capabilities
• Excellent verbal and written communication skills
• Bachelor or Associate's degree preferred
• A remote work environment compliant with cybersecurity and company policies
• Work Hours / Schedule:
• The regular work hours will be 10:30 am CT (8:30 am PT, 9:30 am MT, 11:30 am ET) to 7:00 pm CT (5:00 pm PT, 6:00 pm MT, 8:00 pm ET), Monday through Friday
• Support team members are required to participate in the on-call/after-hours rotational schedule

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting

Referral notes: Referrals increase your chances of interviewing at ECP.