Customer Support Representative (Remote)

ECP; Minneapolis (MN); Remote; USD 35,000 - 55,000; Full time

Job summary

A forward-thinking company is seeking a Customer Support Representative to join their remote team. In this role, you will be the first point of contact for customers, providing essential support via phone, email, and a ticketing system. You will troubleshoot issues, update customer records in HubSpot, and contribute to company initiatives. The ideal candidate will possess strong problem-solving skills and excellent communication abilities. This position offers a unique opportunity to work with innovative technologies in a dynamic environment, helping to enhance the customer experience in the senior living sector.

Qualifications

• Experience in customer service is essential for this role.
• Preferred experience with healthcare technologies like eMARs or EHRs.

Responsibilities

• Serve as the first point of contact for customer inquiries and troubleshooting.
• Update customer records and document interactions in the ticketing system.

Skills

Customer service experience

Problem-solving skills

Verbal communication skills

Written communication skills

Experience with healthcare technologies

Education

Bachelor’s degree

Associate's degree

Tools

HubSpot

Ticketing system

Job description

Customer Support Representative (Remote)

Join ECP, a market-leading SaaS provider used in over 6,500 senior living communities worldwide. We are expanding our customer base and developing new products to serve our clients better.

As a Customer Support Representative, you will assist customers via phone, email, and our ticketing system, providing remote support.

1. Serve as the first point of contact for end users, addressing questions, troubleshooting, and resolving issues.
2. Follow best practices in ticket resolution by clarifying issues, diagnosing causes, explaining solutions, expediting corrections, and following up for resolution.
3. Update customer records in HubSpot and document interactions in our ticketing system.
4. Contribute to company initiatives such as adopting new technologies, updating documentation, and supporting new product launches.
5. Develop expertise in our products, assist teammates, and suggest enhancements to our Product Management team.
6. Achieve team goals by completing tasks accurately and promptly.
7. Participate in rotating on-call schedules to provide support outside standard hours.
8. 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: 9:30 am to 6:00 pm CT, Monday to Friday, with participation in on-call rotations