Customer Support Representative (Remote)

ECP; Madison (WI); Remote; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Representative to join their remote team. In this role, you will be the first point of contact for users, providing essential support and troubleshooting for a leading SaaS solution in the senior living sector. Your expertise will help enhance user experience and contribute to product improvements. This position offers the opportunity to work in a collaborative environment while meeting performance metrics and participating in an on-call schedule. If you have a passion for customer service and technology, this is the perfect opportunity to make a meaningful impact.

Qualifications

• Experience in customer service and troubleshooting.
• Strong problem-solving capabilities and communication skills.

Responsibilities

• Provide customer support via phone, email, and ticketing system.
• Maintain customer records and contribute to company-wide initiatives.

Skills

Customer Service Experience

Problem-Solving Skills

Verbal Communication

Written Communication

Software Experience

Education

Bachelor's Degree

Associate's Degree

Tools

HubSpot

Job description

Customer Support Representative (Remote)

Customer Support Representative (Remote)

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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.

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

• Provide support to ECP's 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 customer's 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 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, 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 ECP's rotating on-call 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 healthcare-related technologies is preferred
• Strong problem-solving capabilities
• Excellent verbal and written communication skills
• Bachelor or Associate's 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 on-call/after-hours rotational schedule

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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