Customer Support Representative (Remote)

ECP; Salt Lake City (UT); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading SaaS platform is seeking a Customer Support Representative to deliver exceptional service remotely. The role involves troubleshooting, maintaining customer records, and contributing to product improvements. Ideal candidates will have strong communication skills and experience in customer service.

Qualifications

• Experience in customer service required.
• Preferred experience with healthcare technologies such as eMARs or EHRs.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Maintain accurate customer records in HubSpot.
• Participate in a rotating on-call schedule for after-hours support.

Skills

Customer Service

Problem Solving

Communication

Education

Bachelor’s Degree

Associate’s Degree

Tools

HubSpot

Job description

Customer Support Representative (Remote)

We are seeking a Customer Support Representative to provide exceptional service to our users via phone, email, and our ticketing system from a remote location. ECP is a leading SaaS platform used in over 6,500 senior living communities worldwide, and we are expanding our reach and product offerings.

Responsibilities include:

1. Serving as the first point of contact for customer inquiries, troubleshooting, and issue resolution.
2. Following best practices for ticket resolution, including clarifying issues, diagnosing problems, proposing solutions, and ensuring follow-up.
3. Maintaining accurate customer records in HubSpot.
4. Documenting support interactions thoroughly in our ticketing system.
5. Participating in initiatives such as adopting new technologies, updating documentation, and supporting new product launches.
6. Developing expertise in our products and contributing ideas for product improvements.
7. Achieving team goals by completing tasks efficiently and accurately.
8. Participating in a rotating on-call schedule to provide after-hours support.
9. Meeting performance metrics and KPIs consistently.

Requirements:

• Experience in customer service.
• Preferred experience with healthcare technologies such as eMARs or EHRs.
• Strong problem-solving skills.
• Excellent verbal and written communication skills.
• Bachelor’s or Associate’s degree is preferred.
• Ability to work in a cybersecurity-compliant remote environment.
• Work hours are from 10:30 am CT to 7:00 pm CT, Monday to Friday, with participation in an on-call rotation.