Urgently Hiring: Customer Support Representative (Remote)
Job Highlights:
- Position: Customer Support Representative
- Location: Remote
- Compensation: a competitive salary
- Company: Workwarp
- Start Date: Immediate openings available
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ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.As a Customer Support Representative, you will provide customer service over the phone, through email, and ECPÂs ticketing system via remote connection.
 Provide support to ECPÂs 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 customerÂs 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 ECPÂs 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 ECPÂs rotating on-call schedule, to ensure our customers receive support if needed after standard business hours
 Consistently meet performance metrics and KPIs
Requirements
 * 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 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 required to participate in the on-call/after-hours rotational schedule Apply Job!
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