Senior Customer Support Representative
New
E
ECPSaaS, Senior Living
Denver, Colorado, United States. Salt Lake City, Utah, United States. Seattle, Washington, United States. Las Vegas, Nevada, United States, 8:00 am CT to 5:30 pm CT, Monday through FridayFull-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years Customer Service Experience; 1+ years escalated Technical Support Experience
- Required Skills
- JiraSaaSTroubleshootingTechnical support
Requirements
- 3+ years Customer Service Experience
- 1+ years escalated Technical Support Experience
- Strong problem-solving capabilities, ability to replicate and test suspected bugs
- Excellent verbal and written communication skills
- Ability to clearly communicate steps taken for replication and suspected issues
- Comfort learning new systems and technologies quickly
- Strong understanding of Billing/Financial terminology & process (preferred)
- Experience with JIRA, ServiceDesk, & UAT (preferred)
- Bachelor or Associate's degree (preferred)
- A remote work environment that is compliant with cybersecurity and other company workplace policies
- Must participate in the on-call/after-hours rotational schedule
Responsibilities
- Serve as the final Support escalation point for complex or ambiguous issues prior to Engineering or Product involvement
- Reproduce reported issues in staging or test environments to confirm behavior and isolate root causes
- Perform detailed technical investigation across product workflows, integrations, and configurations
- Gather logs, screenshots, steps to reproduce, and environmental context to create complete, actionable tickets
- Participate in regression testing and validation of fixes prior to deployment
- Monitor ticket data for trends and work proactively with leadership to address
- Maintain highly detailed ticket documentation following ECP best practices
- Deliver teach-backs after triaged issues to improve frontline troubleshooting and reduce escalation volume
View Full Description & ApplyYou'll be redirected to the employer's site
