Summary

Essential Functions

• Serve as a frontline contact for customer support requests submitted through the eCaring support platform, email, and phone.
• Manage customer support cases from initial intake through resolution, ensuring timely follow-up and communication throughout the process.
• Troubleshoot platform issues related to scheduling, EVV, billing, payroll, reporting, mobile application usage, integrations, and user workflows.
• Collaborate with internal Product, Development, QA, and Operations teams to escalate, document, and resolve customer issues.
• Build and maintain positive, long-term relationships with customers through professionalism, responsiveness, and accountability.
• Conduct customer training sessions, onboarding assistance, and follow-up support as needed.
• Proactively engage customers to improve product adoption, platform utilization, and overall customer satisfaction.
• Assist customers with system navigation, workflow optimization, and best practices within the eCaring platform.
• Create, maintain, and update internal and external knowledge base articles, training materials, and support documentation.
• Identify recurring customer issues, process gaps, or product improvement opportunities and communicate feedback internally.

• Maintain accurate case notes, documentation, and customer records within support systems.
• Support implementation and customer success initiatives as business needs evolve.
• Participate in product testing, user acceptance testing (UAT), and feature validation as needed.
• Perform other related duties as assigned.

Qualifications Include

• Excellent verbal and written communication skills.
• Strong customer service mindset with a sense of ownership and urgency.
• Ability to troubleshoot issues while remaining calm, professional, and solutions-focused.
• Highly organized with strong attention to detail.
• Ability to manage multiple priorities and customer requests simultaneously.
• Strong analytical and problem-solving skills.
• Comfortable learning and working within SaaS software platforms and technical workflows.
• Ability to collaborate cross-functionally with internal teams.
• Self-motivated and able to work independently in a remote environment.
• Proficient in Microsoft Office Suite or related software.

Preferred Experience

• Experience in Customer Support, Customer Success, SaaS Support, Help Desk, or Implementation roles.
• Experience conducting customer trainings, onboarding sessions, or software demonstrations.
• Experience supporting healthcare, home care, EVV, payroll, billing, or scheduling workflows is highly preferred.
• Familiarity with ticketing/support systems and knowledge base platforms preferred. We currently use Hubspot.
• Previous experience in a SaaS environment preferred.

Education and Experience

• Bachelor’s degree preferred.
• 2+ years of related customer-facing experience preferred.
• Equivalent combination of education and experience may be considered.

Physical Requirements and Working Environment

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to remain in a stationary position for extended periods of time.
• Remote work environment.
• Occasional travel may be required.