As a Customer Support Representative, you will assist end users with troubleshooting, manage documentation, maintain customer records, and meet performance metrics while contributing to team goals and participating in after-hours support as needed.
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.
- 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, 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
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
- 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
Top Skills
Ehrs
Emars
Hubspot
Similar Jobs
Fintech • Insurance • Financial Services
The Customer Support Representative delivers exceptional customer service, resolves inquiries, and maintains client satisfaction in a remote call center environment.
Software
The Customer Support Representative provides technical support, resolves customer issues, educates clients on best practices, and documents interactions using Salesforce.
Top Skills:
Five9Google SuiteSalesforceSlack
Cloud • Fintech • Information Technology • Machine Learning • Software • App development • Generative AI
The Enterprise Account Manager develops and maintains client relationships, ensures satisfaction, manages account activities, achieves sales targets, and collaborates with various departments to meet client expectations.
Top Skills:
Customer Relationship Management Systems
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
