Customer Support Representative (Remote)

Lensa; Denver (CO); Remote; USD 35,000 - 40,000; Full time

Job summary

A leading career site is seeking a Customer Support Representative to provide remote support for ECP's software used in senior living communities. The role involves troubleshooting, maintaining customer records, and contributing to company initiatives. Ideal candidates will have strong communication skills and customer service experience, with a preference for those holding a degree.

Qualifications

• Customer service experience required.
• Strong problem-solving capabilities.
• Excellent verbal and written communication skills.

Responsibilities

• Provide support to end users as the first point of contact.
• Clarify customer’s reason for support requests and determine the cause of problems.
• Maintain customer records by updating account information.

Skills

Customer Service Experience

Problem-Solving

Communication Skills

Education

Bachelor or Associate's degree

Job description

Customer Support Representative (Remote)

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Lensa is the leading career site for job seekers at every stage of their career. Our client, ECP, is seeking professionals. Apply via Lensa today!

ECP is a market-leading SaaS solution used in over 6,500 senior living communities worldwide. We aim to expand by increasing our customer base and developing new products.

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

Responsibilities

• Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and issues
• Resolve tickets by clarifying customer needs, diagnosing problems, explaining solutions, and ensuring resolution
• Maintain customer records and document support interactions in HubSpot and ECP’s ticketing system
• Contribute to company initiatives like adopting new technologies and supporting product launches
• Become a product expert and suggest enhancements to Product Management
• Achieve team goals by completing tasks accurately and on time
• Participate in rotating on-call support outside standard hours
• Meet performance metrics and KPIs consistently

Requirements

• Customer service experience
• Experience with healthcare technologies like eMARs or EHRs is preferred
• Strong problem-solving skills
• Excellent verbal and written communication skills
• Bachelor’s or Associate’s degree preferred
• Remote work environment compliant with cybersecurity policies
• Work hours: 10:30 am CT to 7:00 pm CT, Monday-Friday, with on-call rotation

Additional Information

• Entry level position
• Full-time employment
• Industry: IT Services and Consulting