Customer Support Representative

🕒 May 13

⛰️ Colorado, Nevada, +2 more states – Remote

⛰️ Colorado – Remote 🎰 Nevada – Remote ⛷️ Utah – Remote ☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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ECP

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

Healthcare Insurance • SaaS • B2B

ECP is a company that provides comprehensive software solutions for assisted living and long-term care communities. Their offerings include community management systems, electronic medication administration records (eMAR), electronic health records (EHR), care plans, customer relationship management (CRM), and billing software. ECP's services are designed to improve the workflows for assisted living, independent living, memory care, intellectual and developmental disability support, pharmacies, and group homes, ensuring better care and operational efficiency. The company is recognized for integrating seamlessly with pharmacy partners and offering a user-friendly platform that supports care providers, owners, and operators, caregivers, nurses, and other personnel in these communities. ECP is trusted by thousands of senior living communities across the United States and beyond.

📋 Description

• Serve as the frontline support contact for ECP customers, handling inquiries through phone, email, and ticketing systems • Troubleshoot technical and product-related issues by: • Clarifying customer needs • Identifying root causes • Recommending and explaining effective solutions • Implementing fixes or coordinating adjustments • Following up to confirm resolution • Maintain accurate customer records by updating account information in HubSpot • Document cases clearly and consistently in ECP’s ticketing system following best practices • Meet service level agreements (SLAs), KPIs, and performance metrics • Manage customer escalations professionally by leveraging product knowledge and internal resources • Participate in a rotating on-call schedule to support customers outside standard business hours • Become a product expert and collaborate with teammates by sharing insights and contributing enhancement ideas to Product Management • Support company initiatives such as new product launches, documentation updates, and adoption of new technologies • Contribute to team goals by completing tasks accurately and on time

🎯 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 • Comfort learning new systems and technologies quickly • 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