ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP partners with hundreds of pharmacies nationwide to supply 6,500+ communities with real-time electronic prescription updates. As our pharmacy client base expands, so does the need for talented pharmacy team members to support hundreds of real-time interfaces, vendor partnerships, and ECP’s pharmacy-integrated features.

　　We are looking for someone to play a critical role supporting pharmacy team outcomes and contribute to developing structure, process, and documentation that helps us standardize how we support our pharmacy partners as we scale.

　　We are based in Wisconsin, but we are open to the role being fully remote.

　　Provide first-tier technical support to ECP pharmacy partners via email & phone. Monitor the pharmacy support telephone line and inbox, take calls and emails as they come in, and triage and respond in a timely manner

　　Onboard new pharmacy partners by training, coordinating go-live plans with facilities, and executing data conversations

　　Execute software interface installations

　　Monitor & troubleshoot pharmacy server connections and other interfaces

　　Troubleshoot client issues & concerns

　　Help maintain pharmacy-integrated features of ECP

　　Document technical processes and configurations

　　Collaborate cross-functionally with Sales, Customer Support, Customer Success, Customer Implementation, Engineering, and Product teams to provide recommendations on process improvements and deliver to the customers’ expectations

　　Help to develop best practices as the team grows

　　Participate in after-hour and emergency coverage as required

　　Requirements

　　Bachelor’s Degree preferred

　　2+ years of applicable experience in a similar role

　　Customer service and technical support experience

　　Computer networking knowledge preferred

　　Pharmacy experience preferred

　　Troubleshooting, problem solving, & critical thinking skills

　　Windows/Microsoft Office knowledge

　　Strong communication skills (written, over-the-phone, face-to-face)

　　Technical writer, skilled with email etiquette

　　Ability to manage multiple tasks, strong organization, and time management skills

　　Willingness to learn new topics, responsibilities, and processes as our business grows and evolves