Senior Customer Support Representative

🕒 5 days ago

⛰️ Colorado, Nevada, +2 more states – Remote

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

⏰ Full Time

🟠 Senior

💝 Customer Support

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ECP

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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 final Support escalation point for complex or ambiguous issues before Engineering or Product involvement • Reproduce reported issues in staging or test environments and isolate root causes • Investigate product workflows, integrations, and configurations • Classify issues as product defects, configuration problems, or expected behavior • Gather logs, screenshots, reproduction steps, and environmental context for actionable tickets • Validate suspected bugs and provide Engineering with reproduction steps, test scenarios, and customer context • Participate in regression testing, fix validation, QA, and pre-launch testing • Maintain detailed ticket documentation and accurate bug/escalation tracking in HubSpot and ECP’s ticketing system • Contribute to technical documentation, troubleshooting workflows, and release notes • Provide feedback and teach-backs to improve frontline troubleshooting and reduce escalations • Monitor ticket trends and recommend training, documentation, or product improvements • Own triaged issues through resolution while meeting KPIs, SLAs, and quality standards • Support management needs when the manager is unavailable or requires assistance

🎯 Requirements

• 3+ years Customer Service Experience • 1+ years escalated Technical Support Experience • Strong problem-solving capabilities and ability to replicate and test suspected bugs • Excellent verbal and written communication skills, including clearly communicating replication steps and suspected issues • Comfort learning new systems and technologies quickly • Remote work environment compliant with cybersecurity and other company workplace policies • Availability Monday through Friday, 8:00 am–5:30 pm CT, with equivalent listed PT, MT, and ET times • Participation in the on-call/after-hours rotational schedule • Strong understanding of Billing/Financial terminology and processes preferred • Software experience, including JIRA, ServiceDesk, and UAT, preferred • Bachelor or Associate's degree preferred