Customer Support Representative
New
E
ECPSenior Living SaaS
Denver, Colorado, United States. Salt Lake City, Utah, United States. Seattle, Washington, United States. Las Vegas, Nevada, United States, 10:30 am CT to 7:00 pm CT (8:30 am PT, 9:30 am MT, 11:30 am ET to 5:00 pm PT, 6:00 pm MT, 8:00 pm ET)Full-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Problem SolvingCustomer supportSaaSHubSpotEHR
Requirements
- Customer Service Experience.
- Strong problem-solving capabilities.
- Excellent verbal and written communication skills.
- Comfort learning new systems and technologies quickly.
- Experience with eMARs, EHRs, or other healthcare-related technologies preferred.
- Bachelor or Associate's degree preferred.
- Must maintain a remote work environment compliant with cybersecurity and company policies.
Responsibilities
- Serve as the frontline support contact for ECP customers via phone, email, and ticketing systems.
- Troubleshoot technical and product-related issues from identification to resolution.
- Maintain accurate customer records in HubSpot.
- Document cases clearly and consistently following best practices.
- Meet service level agreements (SLAs), KPIs, and performance metrics.
- Manage customer escalations professionally.
- Participate in a rotating on-call schedule for after-hours support.
- Collaborate with teammates and Product Management on enhancement ideas.
- Support company initiatives, including product launches and documentation updates.
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