Customer Support Representative

🔥 41 minutes ago

⛰️ 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

💼 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 primary contact for customer inquiries via phone, email, and the ticketing system • Manage support tickets from intake through resolution in accordance with SLA expectations • Clarify customer requests to accurately identify needs and scope • Troubleshoot product and workflow issues by identifying root causes and determining appropriate solutions • Clearly explain solutions to customers and confirm resolution • Maintain accurate and complete ticket documentation following ECP best practices • Update and manage customer account records in HubSpot • Ensure all case activity is properly tracked and categorized • Develop and maintain strong working knowledge of ECP products, features, and company workflows • Stay current on new releases, updates, and process changes • Serve as a reliable resource for teammates by sharing knowledge and insights • Work cross-functionally as required to provide seamless customer experience • Consistently meet or exceed established KPIs, SLAs, and quality metrics • Participate in ECP’s rotating on-call schedule to provide after-hours support coverage • Manage time effectively to balance ticket volume, follow-ups, and internal responsibilities • Demonstrate professionalism, empathy, and a customer-first mindset in every interaction • Communicate clearly and confidently, both verbally and in writing • Remain organized and adaptable in a fast-paced environment • Take ownership of assigned work and follow through consistently according to established process • Uphold ECP’s values and represent the company positively in all customer interactions

🎯 Requirements

• Customer service experience • Software experience; experience with eMARs, EHRs, or other healthcare-related technologies preferred • Strong problem-solving capabilities • Excellent verbal and written communication skills • Comfort learning new systems and technologies quickly • Bachelor or Associate's degree preferred • Remote work environment compliant with cybersecurity and other company workplace policies • Availability Monday through Friday from 10:30 am CT to 7:00 pm CT, with equivalent listed PT, MT, and ET times • Participation in the on-call/after-hours rotational schedule

🏖️ Benefits

• Remote work arrangement • Participation in a rotating on-call schedule with after-hours support coverage