Job Details

Overview

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 are expanding by increasing the number of customers using our software and by releasing new products.

Responsibilities

• Provide support to ECP's end users as the first point of contact for questions, troubleshooting, and issues via phone, email, and ECP's ticketing system.
• Follow best practices for resolving tickets: clarify the customers reason for a support request, determine the cause, explain the best solution, expedite correction or adjustment, and follow up to ensure resolution.
• Maintain customer records by updating account information in HubSpot and document support interactions in ECP's ticketing system.
• Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and supporting the launch of new products.
• Become a product expert and provide product enhancement ideas to the Product Management team.
• Contribute to team goals by completing related tasks accurately and on time.
• Participate in ECP's rotating on-call schedule to provide after-hours support as needed.
• Consistently meet performance metrics and KPIs.

Qualifications

• 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's or Associate's degree preferred.
• Remote work environment compliant with cybersecurity and other company workplace policies.
• Work Hours / Schedule: 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.

Position details

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

Location note: Remote role, with consideration of time zones for scheduling. Salary range observed in postings: West Valley City, UT $17.00-$19.40.