Customer Support Representative (Remote)

ECP; Chicago (IL); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative company in the SaaS sector is seeking a Customer Support Representative to join their remote team. In this role, you'll be the first point of contact for users, providing essential support through various channels. Your expertise will help resolve issues, maintain customer records, and contribute to product improvements. This is a fantastic opportunity to work in a dynamic environment where your contributions directly impact the quality of service for senior living communities. If you're passionate about customer service and technology, this role is perfect for you!

Qualifications

• Experience with healthcare-related technologies like eMARs or EHRs is preferred.
• Ability to work remotely in a cybersecurity-compliant environment.

Responsibilities

• Serve as the first point of contact for end users, addressing questions and troubleshooting issues.
• Document support interactions accurately in ECP's ticketing system.

Skills

Customer service experience

Problem-solving skills

Verbal communication skills

Written communication skills

Education

Bachelor's degree

Associate's degree

Tools

HubSpot

Job description

Customer Support Representative (Remote)

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. Used in over 6,500 communities worldwide, we aim to expand by increasing our customer base and developing new products.

As a Customer Support Representative, you will provide support via phone, email, and ECP's ticketing system through remote connection.

1. Serve as the first point of contact for end users, addressing questions, troubleshooting, and issues.
2. Follow best practices for ticket resolution by:

• Understanding the customer's support request
• Identifying the cause of issues
• Explaining and implementing the best solution
• Expediting corrections or adjustments
• Following up to confirm resolution

Maintain customer records by updating account information in HubSpot.

Document support interactions accurately in ECP's ticketing system.

Contribute to initiatives such as adopting new technologies, updating documentation, and supporting new product launches.

Become a product expert, assist teammates, and suggest product improvements to management.

Achieve team goals by completing tasks accurately and promptly.

Participate in the rotating on-call schedule to provide after-hours support.

Meet performance metrics and KPIs consistently.

Requirements

• Customer service experience
• Experience with healthcare-related technologies like eMARs or EHRs is preferred
• Strong problem-solving skills
• Excellent verbal and written communication skills
• Bachelor's or Associate's degree preferred
• Ability to work remotely in a cybersecurity-compliant environment
• Work hours: 9:30 am – 6:00 pm CT, Monday to Friday, with participation in an on-call rotation

Additional Details

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

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