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Overnight Remote Customer Support Representative Jobs in Utah

TEKsystems

Logistics Support Representative

Salt Lake City, UT · Remote

$21.50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Openings: 3 positions available supporting different U.S. time zones. Position Overview We are ... in a remote environment * Excellent organizational and time-management skills * Customer-first ...

HMG Careers

$69K/yr

Remote Insurance Sales Representative | Flexible Schedule | Commission-Based This position offers ... Sales or customer service experience is helpful but not required Qualifications * Laptop or desktop ...

HMG Careers

Remote Customer Service and Sales

Corinne, UT · Remote

$69K/yr

Remote Insurance Sales Representative | Flexible Schedule | Commission-Based This position offers ... Sales or customer service experience is helpful but not required Qualifications * Laptop or desktop ...

LoanPro

Enterprise Support

Farmington, UT · On-site +1

  • Medical

  • Dental

  • Retirement

  • PTO

... Representative, your primary responsibility will be to effectively manage inbound customer ... Remote work can be conducted at managers discretion and in accordance with company hybrid policy.

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Overnight Remote Customer Support Representative information

What is the difference between Overnight Remote Customer Support Representative vs Customer Service Agent?

AspectOvernight Remote Customer Support RepresentativeCustomer Service Agent
Work HoursPrimarily overnight shiftsDaytime or flexible hours
Work EnvironmentRemote, home-basedRemote or in-office
Required SkillsCustomer support, communication, problem-solvingCustomer service, communication, conflict resolution
Industry UsageCommon in tech, e-commerce, telecom

The main difference is that Overnight Remote Customer Support Representatives work primarily during overnight hours, providing support from home, while Customer Service Agents typically work during regular daytime hours. Both roles require strong communication skills and customer support experience, but their schedules and sometimes specific industry focus differ.

What are the most commonly searched types of Remote Customer Support Representative jobs in Utah?

The most popular types of Remote Customer Support Representative jobs in Utah are:

Overnight Remote Customer Support Representative jobs near you

Customer Support Representative (Remote)

ECP

Salt Lake City, UT • Remote

$16.50 - $21/hr

Full-time

Posted 10 days ago

Job description

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 

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
    • 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:
      • The regular work hours will be 9:30 am CT (7:30 am PT, 8:30 am MT, 10:30 am ET) to 6:00 pm CT (4:00 pm PT, 5:00 pm MT, 7:00 pm ET), Monday through Friday.
      • Support team members are required to participate in the on-call/after-hours rotational schedule

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