Customer Support Representative (Remote)

Customer Support Representative

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 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.

Role Overview

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

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

Core Responsibilities

Customer Support & Issue Resolution

• 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
• Clearly explain solutions to customers and confirm resolution

Documentation & Systems Management

• Maintain accurate and complete ticket documentation following ECP best practices
• Update and manage customer account records in HubSpot
• Ensure all case activity is properly tracked and categorized

Product Knowledge & Continuous Learning

• Develop and maintain strong working knowledge of ECP products, features, and company workflows
• Stay current 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 provide seamless customer experience

Performance & Operational Excellence

• Consistently meet or exceed established KPIs, SLAs, and quality metrics
• Participate in ECP's rotating on-call schedule to provide after-hours support coverage
• Manage time effectively to balance ticket volume, follow-ups, and internal responsibilities

Expectations for Success in This Role

• Demonstrate professionalism, empathy, and a customer-first mindset in every interaction
• Communicate clearly 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
• Uphold ECP's values and represent the company positively in all customer interactions