Customer Support Representative; Remote

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.

• Provide customer service over the phone, email, and via ECP’s ticketing system while connected remotely.
• Serve as the first point of contact for questions, troubleshooting, and any issues that may arise.
• Follow best practices for resolving tickets:
• Clarify the customer’s reason for a support request.
• Determine the cause of any problems.
• Select and explain the best solution to solve the problem.
• Expedite correction or adjustment.
• Follow up to ensure resolution.
• Maintain customer records by updating account information in Hub Spot.
• Document tickets accurately 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 Product Management.
• Contribute to team goals by accomplishing related tasks accurately and in a timely manner.
• Participate in ECP’s rotating on-call schedule to support customers after standard business hours.
• Consistently meet performance metrics and KPIs.

• Customer Service Experience.
• Software experience, especially with eMARs, EHRs, or other healthcare-related technologies 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 company policies.
• Regular work hours: 10:30 am CT (8:30 am PT) to 7:00 pm CT (5:00 pm PT), Monday through Friday.
• Participation in the on-call/after-hours rotational schedule.

Entry level

Full-time

Other

Software Development