Full-Time Customer Support Representative
ECP is hiring a remote Full-Time Customer Support Representative. The career level for this job opening is Entry Level and is accepting USA based applicants remotely. Read complete job description before applying.
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ECP is a market-leading SaaS solution for senior living communities. We are expanding and looking for a Customer Support Representative to join our team.
As a Customer Support Representative, you will provide customer service via phone, email, and ECP's ticketing system. You'll be the first point of contact for questions, troubleshooting, and issues.
Responsibilities:
- Provide support to ECP's end-users.
- Follow best practices for resolving support requests, including clarifying customer needs, determining problem causes, and explaining solutions.
- Expedite corrections and follow-up for resolution.
- Maintain customer records in HubSpot.
- Follow best practices for documentation in ECP's ticketing system.
- Contribute to company initiatives, such as adopting new technologies, updating documentation, and supporting new product launches.
- Become a product expert and provide product enhancement ideas to the Product Management team.
- Participate in the on-call schedule to ensure after-hours support.
- Meet performance metrics and KPIs.
Requirements:
- Customer service experience.
- Software experience with eMARs, EHRs, or similar healthcare technologies (preferred).
- Strong problem-solving skills.
- Excellent verbal and written communication skills.
- Bachelor's or Associate's degree (preferred).
- Ability to work remotely following company cybersecurity and workplace policies.
Work Hours:
10:30 AM CT to 7:00 PM CT, Monday through Friday.
On-Call Schedule: Participation in rotational on-call/after-hours schedule is required.