Customer Support Representative

Summary

Join ECP, a market-leading SaaS solution for senior living communities, as a Customer Support Representative! You will provide remote customer service via phone, email, and our ticketing system. Your responsibilities include troubleshooting issues, resolving tickets, maintaining customer records, and contributing to company initiatives. You'll need excellent communication and problem-solving skills, along with customer service experience. Software experience, particularly with eMARs or EHRs, is preferred. We offer a remote work environment with a set schedule and participation in a rotating on-call schedule.

Requirements

• Customer Service Experience
• Strong problem-solving capabilities
• Excellent verbal and written communication skills

Responsibilities

• Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise
• Follow best practices for resolving tickets with customers by: Clarifying the customer’s 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, be someone your teammates can turn to, provide product enhancement ideas to our 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 ensure our customers receive support if needed after standard business hours
• Consistently meet performance metrics and KPIs

Preferred Qualifications

• Software experience, experience with eMARs, EHRs or other healthcare-related technologies
• Bachelor or Associate's degree

Benefits

• A remote work environment that is compliant with cybersecurity and other company workplace 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