Customer Support Representative (Remote)

Ecp123; Northern (KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

ECP, a market-leading SaaS provider for senior living communities, seeks a Customer Support Representative to be the first point of contact for customers and deliver an exceptional support experience. You will manage tickets from intake to resolution, troubleshoot issues, and communicate across channels while meeting SLAs and KPIs.

Experience with healthcare tech (eMARs, EHRs) is a plus. This role requires strong product knowledge, collaborative problem-solving, and a willingness to learn new

Qualifications

• Experience in customer service roles handling inquiries via phone, email, and chat.
• Experience with healthcare-related software is a plus (eMARs, EHRs).
• Ability to troubleshoot effectively and communicate solutions clearly.

Responsibilities

• Serve as the primary contact for customer inquiries via phone, email, and the ticketing system
• Manage support tickets from intake through resolution in accordance with SLA expectations
• Clarify customer requests to accurately identify needs and scope
• Troubleshoot product and workflow issues by identifying root causes and determining solutions
• Explain solutions clearly and confirm resolution
• Maintain accurate ticket documentation and HubSpot records
• Stay current on product releases and process changes
• Share knowledge with teammates to improve support quality
• Participate in on-call rotation for after-hours coverage
• Balance ticket volume with follow-ups and internal responsibilities

Skills

Customer service experience

Software experience

Problem solving

Verbal and written communication

Learning new systems

Education

Bachelor's or Associate's degree

Tools

HubSpot

Job description

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 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.

Role Overview

As a Customer Support Representative at ECP, you serve as the first point of contact for our customers and play a critical role in delivering an exceptional support experience. Youare responsible forresolving customer questions, troubleshooting issues,training refreshers,and ensuringtimelyandaccuratecommunication across all support channelsaccording to SLAs & tracked KPIs.

This role requires strong product knowledge, clear communication, and consistent execution ofsupportbest practices. You are expected to independently manage tickets from intake to resolution while meeting established service standards and contributing to overall team success, and to escape whenrequiredaccording to established process.

Core Responsibilities

Customer Support & Issue Resolution

• Serve as the primary contact for customer inquiries via phone, email, and the ticketing system

• Manage support tickets from intake through resolutionin accordance withSLA expectations

• Clarify customer requests to accuratelyidentifyneeds and scope

• Troubleshoot product and workflow issues byidentifyingroot causes and determiningappropriate solutions

• Clearly explain solutions to customers and confirm resolution

Documentation & Systems Management

• Maintainaccurateand complete ticket documentation following ECP best practices

• Update and manage customer account records in HubSpot

• Ensure all case activity is properly tracked and categorized

Product Knowledge & Continuous Learning

• Develop andmaintainstrong working knowledge of ECP products, features, andcompany workflows

• Stay current on new releases, updates, and process changes

• Serve as a reliable resource for teammates by sharing knowledge and insights

• Work cross-functionally asrequiredto provide seamless customer experience

Performance & Operational Excellence

• Consistently meet or exceed established KPIs, SLAs, and quality metrics

• Participate in ECP’s rotating on-call schedule to provide after-hours support coverage

• Manage time effectively to balance ticket volume, follow-ups, and internal responsibilities

Expectations for Success in This Role

• Demonstrate professionalism, empathy, and a customer-first mindset in every interaction

• Communicate clearly and confidently, both verbally and in writing

• Remain organized and adaptable in a fast-paced environment

• Take ownership of assigned work and follow through consistentlyaccording toestablished process

• Uphold ECP’s values and represent the company positively in all customer interactions

• 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
• Comfort learning new systems and technologies quickly
• 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 (7:30 am PT, 8:30 am MT, 10:30 am ET) to 6:00 pm CT (4:00 pm PT, 5:00 pm MT, 7:00 pm ET), Monday through Friday.
  • Support team members are required to participate in the on-call/after-hours rotational schedule