Remote SaaS Customer Support Specialist

ECP; Denver (CO); Remote; USD 42,000 - 62,000; Full time

Job summary

ECP is a market-leading SaaS company serving senior living communities worldwide. As a Customer Support Representative you will be the first point of contact, resolve questions, troubleshoot issues, and train customers according to SLAs and KPIs, delivering an exceptional support experience.

This role requires strong product knowledge, clear communication, and independent ticket management from intake to resolution.

Qualifications

• Experience in customer support roles with SLA adherence.
• Excellent problem-solving and communication skills.
• Experience with healthcare-related tech (eMARs/EHRs) preferred.
• Ability to work independently in a remote setting.

Responsibilities

• Serve as the primary contact for customer inquiries via phone, email, and ticketing system.
• Manage support tickets from intake through resolution in accordance with SLA expectations.
• Clarify customer requests to identify needs and scope.
• Troubleshoot product and workflow issues and determine solutions.
• Explain solutions clearly and confirm resolution.
• Maintain accurate ticket documentation.
• Update and manage customer account records in HubSpot.
• Ensure all case activity is tracked and categorized.
• Stay current on new releases and processes.
• Collaborate cross-functionally to ensure seamless customer experience.
• Participate in on-call/after-hours coverage.
• Meet or exceed KPIs and quality metrics.

Skills

Customer service

Problem solving

Verbal communication

Written communication

Learning new systems

Education

Bachelor's or Associate's degree preferred

Tools

HubSpot

Job description

ECP is a market-leading SaaS company serving senior living communities worldwide. As a Customer Support Representative you will be the first point of contact, resolve questions, troubleshoot issues, and train customers according to SLAs and KPIs, delivering an exceptional support experience.

This role requires strong product knowledge, clear communication, and independent ticket management from intake to resolution.