Customer Support Representative (Remote)

ECP; Salt Lake City (UT); Remote; USD 23,419 - 26,725; Full time

Job summary

A leading SaaS provider is looking for a Customer Support Representative to join their remote team. This role involves troubleshooting and resolving customer issues, maintaining records, and contributing to product improvements. Candidates should have customer service experience, strong problem-solving skills, and good communication abilities. A Bachelor's or Associate's degree is preferred. Remote work compliant with cybersecurity policies is required.

Qualifications

• Customer service experience is required.
• Experience with eMARs, EHRs, or healthcare-related technologies is preferred.
• Strong problem-solving capabilities and communication skills are essential.

Responsibilities

• Provide support to end users via phone and email.
• Maintain customer records and document support interactions.
• Participate in the on-call schedule for after-hours support.

Skills

Customer service experience

Strong problem-solving capabilities

Excellent verbal and written communication skills

Education

Bachelor's or Associate's degree preferred

Job description

Overview

Customer Support Representative (Remote)

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We are expanding by increasing the number of customers using our software and by releasing new products.

Responsibilities

• Provide support to ECP's end users as the first point of contact for questions, troubleshooting, and issues via phone, email, and ECP's ticketing system.
• Follow best practices for resolving tickets: clarify the customer’s reason for a support request, determine the cause, explain the best solution, expedite correction or adjustment, and follow up to ensure resolution.
• Maintain customer records by updating account information in HubSpot and document support interactions in ECP's ticketing system.
• Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and supporting the launch of new products.
• Become a product expert and provide product enhancement ideas to the Product Management team.
• Contribute to team goals by completing related tasks accurately and on time.
• Participate in ECP's rotating on-call schedule to provide after-hours support as needed.
• Consistently meet performance metrics and KPIs.

Qualifications

• 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.
• Bachelor's or Associate's degree preferred.
• Remote work environment compliant with cybersecurity and other company workplace policies.
• Work Hours / Schedule: 10:30 am CT (8:30 am PT, 9:30 am MT, 11:30 am ET) to 7:00 pm CT (5:00 pm PT, 6:00 pm MT, 8:00 pm ET), Monday through Friday. Support team members are required to participate in the on-call/after-hours rotational schedule.

Position details

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

Location note: Remote role, with consideration of time zones for scheduling. Salary range observed in postings: West Valley City, UT $17.00-$19.40.