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.
Role Overview
As a Customer Support Representative at ECP, you serve as the first point of contact for our customers and play a critical role in delivering an exceptional support experience. You are responsible for resolving customer questions, troubleshooting issues, training refreshers, and ensuring timely and accurate communication across all support channels according to SLAs & tracked KPIs.
This role requires strong product knowledge, clear communication, and consistent execution of support best practices. You are expected to independently manage tickets from intake to resolution while meeting established service standards and contributing to overall team success, and to escalate when required according to established process.
Core Responsibilities
Customer Support & Issue Resolutio n
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
Documentation & Systems Management
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
Product Knowledge & Continuous Learning
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
Performance & Operational Excellence
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
Expectations for Success in This Role
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
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 9:30 am CT (7:30 am PT, 8:30 am MT, 10:30 am ET) to 6:00 pm CT (4:00 pm PT, 5:00 pm MT, 7:00 pm ET), Monday through Friday.
- Support team members are required to participate in the on-call/after-hours rotational schedule
