Customer Support Representative (Remote)

ECP; Denver (CO); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in SaaS solutions for senior living communities is seeking a Customer Support Representative. This remote role involves providing customer support through various channels, troubleshooting issues, and maintaining accurate records. Ideal candidates will possess strong communication skills and experience in customer service, preferably within healthcare technology.

Qualifications

• Customer service experience required.
• Experience with healthcare-related technologies preferred.

Responsibilities

• Serve as the first point of contact for end users.
• Maintain customer records in HubSpot.
• Participate in the rotating on-call schedule.

Skills

Customer service

Problem-solving

Communication

Education

Bachelor's degree

Associate's degree

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 connections.

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 solutions
• 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 like adopting new technologies, updating documentation, and supporting new product launches.

Become a product expert and support team members with product knowledge and enhancement ideas.

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 in a cybersecurity-compliant remote environment
• Work hours: 10:30 am CT to 7:00 pm CT, Monday to Friday, with participation in rotational on-call support