ECP
Overview
Customer Support Representative (Remote) 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 are expanding by increasing the number of customers that use our software and by developing and releasing new products. As a Customer Support Representative, you will provide customer service over the phone, through email, and via ECP's ticketing system through remote connection. Responsibilities
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 Determining the cause of any problems Selecting and explaining the best solution to solve the problem Expediting correction or adjustment Following 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, and 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 after standard business hours Consistently meet performance metrics and KPIs Qualifications
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's or Associate's degree preferred A remote work environment that is compliant with cybersecurity and other company workplace policies Work Hours
The regular work hours are 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
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Customer Support Representative (Remote) 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 are expanding by increasing the number of customers that use our software and by developing and releasing new products. As a Customer Support Representative, you will provide customer service over the phone, through email, and via ECP's ticketing system through remote connection. Responsibilities
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 Determining the cause of any problems Selecting and explaining the best solution to solve the problem Expediting correction or adjustment Following 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, and 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 after standard business hours Consistently meet performance metrics and KPIs Qualifications
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's or Associate's degree preferred A remote work environment that is compliant with cybersecurity and other company workplace policies Work Hours
The regular work hours are 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
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