Customer Support Representative (Remote)

Lensa; Milwaukee (WI); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is looking for 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 via phone and email. You will troubleshoot issues, resolve support tickets, and contribute to company initiatives. If you have a passion for customer service and a knack for problem-solving, this is a fantastic opportunity to grow in a supportive environment. Join a forward-thinking company that values your input and expertise while helping to improve the lives of residents in senior living communities.

Qualifications

• Experience in customer service is essential for this role.
• Strong problem-solving and communication skills are required.

Responsibilities

• Serve as the first point of contact for end users, addressing questions and issues.
• Resolve support tickets and follow up to ensure issues are resolved.

Skills

Customer service experience

Problem-solving skills

Verbal communication

Written communication

Experience with healthcare technologies

Education

Bachelor’s degree

Associate’s degree

Tools

HubSpot

Job description

Customer Support Representative (Remote)

Lensa is a 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 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 remotely.

• Serve as the first point of contact for end users, addressing questions, troubleshooting, and issues
• Resolve support tickets by clarifying issues, diagnosing causes, and explaining solutions
• Follow up to ensure issues are resolved
• Update customer records in HubSpot and document in the ticketing system
• Contribute to company initiatives such as adopting new technologies and supporting product launches
• Become a product expert and provide feedback to product management
• Achieve team goals by completing tasks accurately and timely
• Participate in rotating on-call schedule to provide after-hours support
• 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
• Ability to work remotely in a cybersecurity-compliant environment
• Work hours: 9:30 am CT to 6:00 pm CT, Monday to Friday, with participation in an on-call rotation

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting