Customer Support Representative (Remote)

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

Job summary

Join a forward-thinking company at the forefront of SaaS solutions for senior living communities. As a Customer Support Representative, you will play a crucial role in ensuring customer satisfaction by providing exceptional support through various channels. Your expertise will help users navigate challenges and enhance their experience with our innovative products. This role offers a dynamic work environment, where you'll have the opportunity to become a product expert and contribute to continuous improvement initiatives. If you are passionate about customer service and technology, this is the perfect opportunity for you.

Qualifications

• Experience in customer service with a focus on problem-solving.
• Ability to work in a cybersecurity-compliant environment.

Responsibilities

• Provide support via phone, email, and ticketing system.
• Assist users with troubleshooting and resolving issues.

Skills

Customer service experience

Problem-solving skills

Excellent communication skills

Experience with healthcare-related technologies

Education

Bachelor's degree

Associate's degree

Tools

HubSpot

Job description

Customer Support Representative (Remote)

4 weeks ago Be among the first 25 applicants

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. Assist ECP end users as the first point of contact for questions, troubleshooting, and issues
2. Resolve support tickets by:

• Understanding the customer's support request
• Diagnosing the issue
• Explaining and implementing the best solution
• Expediting corrections or adjustments
• Following up to confirm resolution

Update customer records in HubSpot

Document support activities accurately in the ticketing system

Contribute to initiatives like adopting new technologies, updating documentation, and supporting product launches

Become a product expert and provide feedback for product improvements

Support team goals by completing tasks timely and accurately

Participate in rotating on-call schedule for after-hours support

Meet performance metrics and KPIs consistently

Requirements

• Customer service experience
• Experience with healthcare-related technologies (eMARs, EHRs) preferred
• Strong problem-solving skills
• Excellent communication skills, both verbal and written
• 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 after-hours rotation

Additional Details

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

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