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Remote Ea Customer Support Jobs in Colorado (NOW HIRING)

ECP

Customer Support Representative (Remote)

Denver, CO · Remote

$17.50 - $22.50/hr

Role Overview As a Customer Support Representative at ECP, you serve as the first point of contact ... A remote work environment that is compliant with cybersecurity and other company workplace policies

New

AppFolio

Customer Care Specialist II - Payment Support

CO · Remote

$23.50 - $28.80/hr

Must Have * 2+ years of experience in a specialized customer support or care role, specifically focusing on payment processing, billing, or financial technology. * 1+ years of remote/hybrid work ...

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Remote Ea Customer Support information

What is the difference between Remote Ea Customer Support vs Remote Executive Assistant?

AspectRemote Ea Customer SupportRemote Executive Assistant
Required CredentialsCustomer service experience, communication skillsAdministrative skills, organizational experience
Work EnvironmentCustomer support platforms, communication toolsScheduling, email management, calendar tools
Employer & Industry UsageCustomer service departments, support centersExecutives, entrepreneurs, corporate offices
Common Search & Comparison IntentCustomer support roles, remote support jobsAdministrative support, executive assistance roles

Remote Ea Customer Support focuses on assisting customers via communication channels, requiring strong communication skills and customer service experience. Remote Executive Assistants handle administrative tasks for executives, emphasizing organizational and scheduling skills. While both roles are remote and require excellent communication, their core responsibilities differ significantly, catering to different employer needs and industry functions.

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What job categories do people searching Remote Ea Customer Support jobs in Colorado look for? The top searched job categories for Remote Ea Customer Support jobs in Colorado are:
What cities in Colorado are hiring for Remote Ea Customer Support jobs? Cities in Colorado with the most Remote Ea Customer Support job openings:
Remote Ea Customer Support jobs near you

Customer Support Representative (Remote)

ECP

Denver, CO • Remote

$17.50 - $22.50/hr

Full-time

Posted 2 days ago

New

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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