Customer Support Representative

ECP; Remote; USD 40,000 - 60,000; Full time

Job summary

A software solutions company is seeking a Customer Support Representative to assist users with software issues and inquiries. This role requires strong customer service skills and experience with healthcare-related technologies is preferred. You'll provide support via various channels and maintain records in HubSpot. A degree is preferred, and the position involves remote work. Competitive work hours from Monday to Friday are established for this role.

Qualifications

• Customer service experience in a similar role is essential.
• Experience with software, preferably eMARs or EHRs, is a plus.
• Strong problem-solving skills required.
• Excellent communication skills, both verbal and written, are necessary.

Responsibilities

• Provide customer service via phone, email, and ticketing system.
• Determine causes of customer issues and find solutions.
• Maintain customer records and document support interactions.
• Participate in an on-call schedule for support.

Skills

Customer Service Experience

Problem-solving capabilities

Excellent verbal and written communication skills

Education

Bachelor or Associate’s degree

Tools

HubSpot

eMARs

EHRs

Job description

Overview

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’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.

Responsibilities

• As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection.
• Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise
• Follow best practices for resolving tickets with customers by clarifying the customer’s reason for a support request
• Determine the cause of any problems
• Select and explain the best solution to solve the problem
• Expedite correction or adjustment
• Follow up to ensure resolution
• Maintain customer records by updating account information in HubSpot
• Follow best practices for documentation in ECP’s ticketing system
• Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and providing support for launching new products
• Become a product expert, be someone your teammates can turn to, provide product enhancement ideas to our Product Management team
• Contribute to team goals by accomplishing related tasks accurately and in a timely manner
• Participate in ECP’s rotating on-call schedule, to ensure our customers receive support if needed after standard business hours
• Consistently meet performance metrics and KPIs

Requirements

• 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 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 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