Description

Job Title: Customer Support Representative

As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection.

Responsibilities:

• Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise
• Follow best practices for resolving tickets with customers by:
• Clarifying the customer’s reason for a support request
• Determining the cause of any problems
• Selecting and explaining the best solution to solve the problem
• Expediting correction or adjustment
• Following up to ensure resolution
• Maintain customer records by updating account information in HubSpot
• Follow best practices for documentation in ECP’s ticketing system
• Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and providing support for launching new products
• Become a product expert, be someone your teammates can turn to, provide product enhancement ideas to our Product Management team
• Contribute to team goals by accomplishing related tasks accurately and in a timely manner
• Participate in ECP’s rotating on-call schedule, to ensure our customers receive support if needed after standard business hours
• Consistently meet performance metrics and KPIs

• 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
• 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 8:30 am CT to 5:00 pm CT, Monday through Friday.
• Support team members are required to participate in the on-call/after-hours rotational schedule

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