Customer Support Representative

Position:
Customer Support Representative (Remote)

Company:
ECP

Location:
United States (Denver, Salt Lake City, Seattle, Las Vegas)

Employment type:
Full time

Work Arrangement:
Remote

Short Summary:
As a Customer Support Representative at ECP, you serve as the first point of contact for our customers, delivering exceptional support by resolving inquiries, troubleshooting issues, and ensuring timely communication across all support channels.

Responsibilities:
- Serve as the primary contact for customer inquiries via phone, email, and the ticketing system
- Manage support tickets from intake through resolution in accordance with SLA expectations
- Clarify customer requests to accurately identify needs and scope
- Troubleshoot product and workflow issues by identifying root causes and determining appropriate solutions
- Maintain accurate and complete ticket documentation following ECP best practices
- Update and manage customer account records in HubSpot
- Develop and maintain strong working knowledge of ECP products, features, and company workflows
- Consistently meet or exceed established KPIs, SLAs, and quality metrics
- Participate in ECP’s rotating on-call schedule to provide after-hours support coverage

Requirement:
- 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
- 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:
Regular work hours will be 9:30 am CT to 6:00 pm CT, Monday through Friday. Support team members are required to participate in the on-call/after-hours rotational schedule.