What are the responsibilities and job description for the Customer Support Representative (Remote) position at ECP?
ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 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.
About the Role:
As a Customer Support Representative, you'll be the first point of contact for our customers, helping resolve questions, troubleshoot issues, and ensure a positive experience with ECP's platform. You'll provide support via phone, email, and our ticketing system, often working remotely with customers to diagnose and resolve problems.
This role is ideal for someone who enjoys solving problems, working directly with customers, and becoming a trusted product expert.
What You'll Do:
About the Role:
As a Customer Support Representative, you'll be the first point of contact for our customers, helping resolve questions, troubleshoot issues, and ensure a positive experience with ECP's platform. You'll provide support via phone, email, and our ticketing system, often working remotely with customers to diagnose and resolve problems.
This role is ideal for someone who enjoys solving problems, working directly with customers, and becoming a trusted product expert.
What You'll Do:
- Serve as the frontline support contact for ECP customers, handling inquiries through phone, email, and ticketing systems
- Troubleshoot technical and product-related issues by:
- Clarifying customer needs
- Identifying root causes
- Recommending and explaining effective solutions
- Implementing fixes or coordinating adjustments
- Following up to confirm resolution
- Maintain accurate customer records by updating account information in HubSpot
- Document cases clearly and consistently in ECP's ticketing system following best practices
- Meet service level agreements (SLAs), KPIs, and performance metrics
- Manage customer escalations professionally by leveraging product knowledge and internal resources
- Participate in a rotating on-call schedule to support customers outside standard business hours
- Become a product expert and collaborate with teammates by sharing insights and contributing enhancement ideas to Product Management
- Support company initiatives such as new product launches, documentation updates, and adoption of new technologies
- Contribute to team goals by completing tasks accurately and on time
- 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
- Comfort learning new systems and technologies quickly
- 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