ECP
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. Were 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. Responsibilities
As a Customer Support Representative, you will provide customer service over the phone, through email, and ECPs ticketing system via remote connection. Provide support to ECPs 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 customers reason for a support request Determine the cause of any problems Select and explain the best solution to solve the problem Expedite correction or adjustment Follow up to ensure resolution Maintain customer records by updating account information in HubSpot Follow best practices for documentation in ECPs 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, 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 ECPs rotating on-call schedule, to ensure our customers receive support if needed after standard business hours Consistently meet performance metrics and KPIs Requirements
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 or Associates 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
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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. Were 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. Responsibilities
As a Customer Support Representative, you will provide customer service over the phone, through email, and ECPs ticketing system via remote connection. Provide support to ECPs 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 customers reason for a support request Determine the cause of any problems Select and explain the best solution to solve the problem Expedite correction or adjustment Follow up to ensure resolution Maintain customer records by updating account information in HubSpot Follow best practices for documentation in ECPs 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, 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 ECPs rotating on-call schedule, to ensure our customers receive support if needed after standard business hours Consistently meet performance metrics and KPIs Requirements
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 or Associates 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
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