Customer Support Representative (Remote)

As a Customer Support Representative at ECP, your main responsibilities include serving as the first point of contact for customers, resolving support requests, clarifying issues, diagnosing problems, and documenting user interactions in our ticketing system.

To apply for the Customer Support Representative role at ECP, a background in customer service is essential. While a Bachelor or Associate's degree is preferred, strong problem-solving skills and excellent verbal and written communication abilities are highly valued.

Beneficial skills for a Customer Support Representative at ECP include proficiency with healthcare-related technologies, strong problem-solving capabilities, and effective communication skills, both verbal and written, to assist customers efficiently.

ECP offers a remote work environment that prioritizes cybersecurity and upholds workplace policies, ensuring you can support our customers effectively from the comfort of your home.

The usual work schedule for a Customer Support Representative at ECP is from 10:30 am CT to 7:00 pm CT, Monday through Friday, with a requirement to participate in a rotational on-call schedule after hours.

At ECP, we encourage professional development by involving Customer Support Representatives in company-wide initiatives, support for product launching, and opportunities to contribute product enhancement ideas to the Product Management team.

The ticketing system at ECP is designed to streamline customer support interactions. As a Customer Support Representative, you will use this system to document customer requests, track issues, and maintain records to ensure comprehensive customer service.

To handle a frustrated customer effectively, I would first listen actively to their concerns to show empathy. Then, I would clarify their issue, reassure them that I am there to help, and guide them through the troubleshooting process step by step while maintaining a calm demeanor.

Certainly! I recall a previous experience where a customer faced repeated software errors. I ensured I deeply understood the issue by asking specific questions, then collaborated with the technical team to find a solution and kept the customer informed throughout the process.

My approach to documentation is meticulous; I ensure all customer interactions are logged accurately in the ticketing system. This not only aids in tracking resolutions but also helps other team members follow up effectively on ongoing issues.

I’m excited about the opportunity to work at ECP because your commitment to enhancing the lives of senior living communities truly resonates with me. I’m passionate about providing exemplary support and contributing to meaningful solutions that help others.

To stay organized, I prioritize tasks based on urgency and importance. I utilize tools like checklists and internal documentation systems, ensuring that I follow up with customers in a timely manner and keep track of their needs.

Essential customer service metrics include first response time, resolution time, and customer satisfaction scores. These metrics help gauge efficiency and ensure we meet customer needs effectively.

I would educate a customer about a new product feature through a step-by-step walkthrough via phone or screen sharing. I’d demonstrate the feature and provide clear, straightforward explanations while also encouraging the customer to ask questions.

My approach to problem-solving involves identifying the issue, gathering relevant information, exploring potential solutions, and implementing the best course of action while keeping the customer informed throughout.

Teamwork plays a vital role in customer support; collaborating with colleagues enhances our ability to troubleshoot complex issues. Sharing insights and experiences helps everyone grow and leads to improved customer service.

When learning new software or technologies, I immerse myself in training resources, hands-on practice, and engaging with colleagues who are versed in the system. This proactive approach helps me provide informed support quickly.