Customer Support Representative (Remote)

1 hour, 4 minutes ago
Full-time
Entry Level
Customer and Technical Support
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

Description

  • Serve as the frontline support contact for customers via phone, email, and the ticketing system.
  • Troubleshoot technical and product-related issues by clarifying needs, identifying root causes, and recommending solutions.
  • Implement fixes or coordinate adjustments and follow up to confirm customer issues are resolved.
  • Maintain accurate customer records by updating account information in HubSpot.
  • Document customer cases clearly and consistently in ECP’s ticketing system following best practices.
  • Meet service level agreements, KPIs, and other performance metrics.
  • Manage customer escalations professionally using product knowledge and internal resources.
  • Participate in a rotating on-call schedule to support customers outside standard business hours.
  • Become a product expert and share customer insights and enhancement ideas with Product Management.
  • Support company initiatives such as new product launches, documentation updates, and adoption of new technologies.

Requirements

  • Customer service experience.
  • Software experience, with experience in 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 degree or Associate’s degree preferred.
  • Ability to work in a remote environment that complies with cybersecurity and company workplace policies.
  • Availability to work the regular schedule of 10:30 am CT to 7:00 pm CT, Monday through Friday.
  • Willingness to participate in an on-call and after-hours rotational schedule.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Supervisor - Corporate Travel Services

CI Azumano Business Travel 51-250 Consumer Services

CI Azumano is seeking a remote Supervisor, Corporate Travel Services to lead corporate travel consultants, support account operations, and ensure high-quality service delivery across assigned travel programs.

19 minutes ago

Investigations Specialist (Remote)

ABC Legal Services 251-1K Specialized Consumer Services

ABC Legal Services is hiring a remote Investigations Specialist in South Carolina to research service-of-process subjects, communicate findings, and support day-to-day case handling for the Investigations Team.

19 minutes ago

Customer Support Specialist (Non-Voice)

NeoWork 51-250 Professional Services

NeoWork is hiring a Customer Support Specialist (Non-Voice) to support a fast-growing home air-care consumer brand by handling email and live chat support for hardware products in a fast-paced eCommerce environment.

E-commerce
34 minutes ago

Customer Care Specialist with Spanish

MMDSmart 51-250 Communications Equipment

MMDSmart is hiring a Spanish-speaking Customer Care Specialist to support cloud communications customers by resolving issues and coordinating follow-up across internal teams.

34 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers