Job Description
ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 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.
About the Role:
As a Customer Support Representative, you’ll be the first point of contact for our customers, helping resolve questions, troubleshoot issues, and ensure a positive experience with ECP’s platform. You’ll provide support via phone, email, and our ticketing system, often working remotely with customers to diagnose and resolve problems.
This role is ideal for someone who enjoys solving problems, working directly with customers, and becoming a trusted product expert.
What You’ll Do:
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
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
