Customer Support Representative (Remote)

Lensa; Wisconsin; Remote; USD 35,000 - 55,000; Full time

Job summary

Join an innovative and forward-thinking company as a Customer Support Representative. This exciting remote position allows you to engage with customers, troubleshoot issues, and contribute to the development of cutting-edge healthcare technologies. You'll be the first point of contact for users, helping them navigate through their queries while maintaining detailed records of interactions. With opportunities for professional growth and the chance to work in a dynamic environment, this role is perfect for those passionate about customer service and technology. Embrace the challenge and make a difference in the lives of residents in senior living communities!

Qualifications

• Experience in customer service, especially in healthcare technologies.
• Strong communication skills are essential for this role.

Responsibilities

• Assist customers via phone, email, and ticketing system.
• Diagnose issues and provide solutions for customer inquiries.

Skills

Customer service experience

Problem-solving skills

Verbal communication skills

Written communication skills

Experience with healthcare-related technologies

Education

Bachelor's degree

Associate's degree

Tools

HubSpot

ECP’s ticketing system

Job description

Customer Support Representative (Remote)

Lensa is the leading career site for job seekers at every stage of their career. Our client, ECP, is seeking professionals. Apply via Lensa today!

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. Used in over 6,500 communities worldwide, ECP aims to expand by increasing customer base and developing new products.

As a Customer Support Representative, you will provide customer service via phone, email, and ECP’s ticketing system through remote connection.

• Assist ECP’s end users as the first point of contact for questions, troubleshooting, and issues
• Resolve support tickets by:
• Understanding the customer’s support request
• Diagnosing issues
• Explaining solutions
• Implementing corrections or adjustments
• Following up for resolution

Maintain customer records by updating account information in HubSpot and document interactions in ECP’s ticketing system. Contribute to company initiatives such as adopting new technologies, updating documentation, and supporting new product launches. Develop product expertise and provide feedback for product improvements. Participate in rotating on-call support after hours, and meet performance metrics and KPIs.

Requirements

• Customer service experience
• Experience with healthcare-related technologies such as 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 remotely in a cybersecurity-compliant environment
• Work hours: 9:30 am to 6:00 pm CT, Monday to Friday, with participation in on-call rotations

Additional Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: IT Services and IT Consulting