Customer Support Representative (Remote)

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection.

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

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 that is compliant with cybersecurity and other company workplace policies

Work Hours / Schedule:

The regular work hours will be 9:30 am CT (7:30 am PT, 8:30 am MT, 10:30 am ET) to 6:00 pm CT (4:00 pm PT, 5:00 pm MT, 7:00 pm ET), Monday through Friday.

Support team members are required to participate in the on-call/after-hours rotational schedule