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Customer Support Representative (Remote)

3 days, 1 hour ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Cybersecurity HubSpot
Apply Now
ECP

ECP

ECP provides a comprehensive web-based software solution designed for assisted living and senior care communities, featuring electronic medical records (EHR), electronic medication administration records (eMAR), customer relationship management (CRM), ...

Internet Software & Services
51-250
Founded 2004
View All Jobs 4

Description

  • Serve as the primary contact for customer inquiries via phone, email, and the ticketing system.
  • Manage support tickets from intake through resolution in line with SLA expectations.
  • Clarify customer requests to identify needs and scope accurately.
  • Troubleshoot product and workflow issues by identifying root causes and appropriate solutions.
  • Explain solutions clearly to customers and confirm resolution.
  • Maintain accurate and complete ticket documentation following ECP best practices.
  • Update and manage customer account records in HubSpot.
  • Track and categorize case activity properly.
  • Develop and maintain strong working knowledge of ECP products, features, and company workflows.
  • Participate in cross-functional work and share knowledge with teammates as needed.
  • Meet or exceed KPIs, SLAs, and quality metrics.
  • Participate in the rotating on-call schedule for after-hours support coverage.
  • Manage time effectively across ticket volume, follow-ups, and internal responsibilities.

Requirements

  • Customer service experience.
  • Experience with software; eMARs, EHRs, or other healthcare-related technologies preferred.
  • Strong problem-solving capabilities.
  • Excellent verbal and written communication skills.
  • Ability to learn new systems and technologies quickly.
  • Bachelor’s or Associate’s degree preferred.
  • Ability to work in a remote environment that complies with cybersecurity and company workplace policies.
  • Availability to work Monday through Friday, 9:30 am CT to 6:00 pm CT.
  • Willingness to participate in the on-call/after-hours rotational schedule.

Interested in this position?

Apply directly on the company website

Apply Now

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