Customer Support Representative - Remote

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.

In Short

• Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise.
• Clarify the customer’s reason for a support request.
• Determine the cause of any problems and select the best solution.
• Expedite correction or adjustment and follow up to ensure resolution.
• Maintain customer records by updating account information in HubSpot.
• Contribute to company-wide initiatives and support for launching new products.
• Become a product expert and provide product enhancement ideas.
• Participate in ECP’s rotating on-call schedule for after-hours support.
• Consistently meet performance metrics and KPIs.

Requirements

• Customer Service Experience.
• Software experience with eMARs, EHRs or other healthcare-related technologies 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 policies.
• The regular work hours will be 10:30 am CT to 7:00 pm CT, Monday through Friday.
• Support team members are required to participate in the on-call/after-hours rotational schedule.

Benefits

• Opportunity to work in a market-leading company.
• Remote work flexibility.
• Comprehensive training and support.
• Collaborative team environment.
• Involvement in product development initiatives.