ECP
SaaS
CustomerSupportRepresentative
“Customer Support Representative at ECP. Skills: Customer Support. Serve as the frontline support contact for ECP customers, handling inquiries through phone, email, and ticketing systems. Troubleshoot technical and product-related issues”
What You'll Achieve.
Meet service level agreements (SLAs), KPIs, and performance metrics
Industry & Context.
problem-solving capabilities; Troubleshoot technical and product-related issues; Identifying root causes; Recommending and explaining effective solutions; Implementing fixes or coordinating adjustments
A remote work environment that is compliant with cybersecurity and other company workplace policies, Participate in a rotating on-call schedule to support customers outside standard business hours, Support team members are required to participate in the on-call/after-hours rotational schedule
What They're Looking For.
Must Have
Customer Service Experience, problem-solving capabilities, Excellent verbal and written communication skills, Comfort learning new systems and technologies quickly
Nice to Have
Software experience, experience with eMARs, EHRs or other healthcare-related technologies, Bachelor or Associate's degree
What You'll Do.
Serve as the frontline support contact for ECP customers
handling inquiries through phone
and ticketing systems
Troubleshoot technical and product-related issues
Maintain accurate customer records by updating account information in HubSpot
Document cases clearly and consistently in ECP’s ticketing system following best practices
Meet service level agreements (SLAs)
and performance metrics
Manage customer escalations professionally by leveraging product knowledge and internal resources
Become a product expert and collaborate with teammates by sharing insights and contributing enhancement ideas to Product Management
Support company initiatives such as new product launches
documentation updates
and adoption of new technologies
Contribute to team goals by completing tasks accurately and on time
How You'll Work.
Team & Collaboration
collaborate with teammates by sharing insights and contributing enhancement ideas to Product Management
Communication Scope
Excellent verbal and written communication skills
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