Customer Support Representative Remote
Customer Support Representative Remote
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
ECP is a marketleading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6500 communities around the world. Were 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 ECPs ticketing system via remote connection.
- Provide support to ECPs 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 customers 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 ECPs ticketing system
- Contribute to companywide 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 ECPs rotating oncall 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 healthcarerelated technologies is preferred
- Strong problemsolving capabilities
- Excellent verbal and written communication skills
- Bachelor or Associates 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 to 6:00 pm CT Monday through Friday.
- Support team members are required to participate in the oncall/afterhours rotational schedule
Required Experience:
Unclear Seniority
Employment Type
Full-Time
