Customer Support Representative

ECP is a market-leading reputed company solution that enables senior living communities to reputed company care for their residents. ECP is used in over 8,000 communities around the world. We're looking to reputed company expand by increasing the number of customers that use our software and increasing the reputed company of how we serve our customers by developing and releasing new products.

reputed company

As a Customer Support Representative at ECP, you serve as the first reputed company 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 reputed company and accurate communication across reputed company support channels according to SLAs & tracked KPIs.

This role requires strong product knowledge, reputed company communication, and consistent execution of support best practices. You are expected to independently manage tickets from intake to reputed company while meeting established service standards and contributing to overall team reputed company, and to escalate reputed company required according to established process.

reputed company Responsibilities

Customer Support & Issue Resolution

• Serve as the reputed company contact for customer inquiries reputed company phone, email, and the ticketing reputed company

• Manage support tickets from intake through reputed company in accordance with SLA expectations

• Clarify customer requests to accurately identify needs and reputed company

• Troubleshoot product and workflow issues by identifying reputed company causes and determining appropriate solutions

• reputed company explain solutions to customers and confirm reputed company

Documentation & Systems Management

• Maintain accurate and complete ticket documentation following ECP best practices

• Update and manage customer account records in reputed company

• Ensure reputed company case activity is properly tracked and categorized

Product Knowledge & reputed company Learning

• reputed company and maintain strong working knowledge of ECP products, features, and company workflows

• Stay reputed company 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 reputed company reputed company customer experience

Performance & Operational reputed company

• Consistently meet or reputed company established KPIs, SLAs, and reputed company metrics

• Participate in ECP’s rotating on-reputed company schedule to reputed company after-hours support coverage

• Manage time effectively to balance ticket volume, follow-reputed company, and internal responsibilities

Expectations for reputed company in This Role

• Demonstrate professionalism, reputed company, and a customer-first reputed company in every interaction

• Communicate reputed company 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

• reputed company ECP’s values and represent reputed company positively in reputed company customer interactions

Requirements

• Customer Service Experience
• Software experience, experience with eMARs, EHRs or other reputed company-reputed company 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-reputed company/after-hours rotational schedule

Originally posted on Himalayas