Customer Support Representative

📋 Description

• Act as the primary support contact for ECP customers, addressing inquiries via phone, email, and ticketing systems.

• Diagnose technical and product-related issues by:

• Clarifying customer requirements.

• Identifying underlying causes.

• Suggesting and explaining suitable solutions.

• Implementing fixes or coordinating necessary adjustments.

• Following up to ensure resolution.

• Keep precise customer records by updating account information in HubSpot.

• Clearly and consistently document cases in ECP’s ticketing system in accordance with best practices.

• Fulfill service level agreements (SLAs), key performance indicators (KPIs), and performance metrics.

• Professionally manage customer escalations by utilizing product knowledge and internal resources.

• Engage in a rotating on-call schedule to assist customers outside of regular business hours.

• Become a product expert and collaborate with colleagues by sharing insights and contributing enhancement suggestions to Product Management.

• Support company initiatives such as new product launches, documentation updates, and the adoption of new technologies.

• Help achieve team objectives by completing tasks accurately and in a timely manner.

⛳️ Requirements

• Experience in customer service.

• Familiarity with software, particularly eMARs, EHRs, or other healthcare-related technologies is preferred.

• Strong problem-solving skills.

• Outstanding verbal and written communication abilities.

• Ability to quickly learn new systems and technologies.

• Bachelor’s or Associate's degree preferred.

• A remote work setup that adheres to cybersecurity and other company workplace policies.

• Work Hours / Schedule:

• - Regular working hours will be from 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 expected to participate in the on-call/after-hours rotational schedule.

🏝️ Benefits

• Competitive salary.

• Flexible working environment.

• Opportunities for career advancement.

• Comprehensive health and wellness programs.