Customer Support Representative (Remote)

ECP • Seattle, WA

97d

About The Position

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. As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection.

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 Associate's degree preferred

Responsibilities

• 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
• 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 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 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 if needed after standard business hours
• Consistently meet performance metrics and KPIs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees