Job Description

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 7,500+ 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 remote candidates within the U.S.

• Provide technical support to ECP pharmacy partners via email & phone 
• Onboard new pharmacy partners by training, coordinating go-live plans with facilities, and executing data conversations 
• Execute software interface installations 
• Schedule, coordinate, and facilitate data pushes and transitions with pharmacy and community partners 
• 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 

Requirements

• Bachelor’s Degree preferred 
• 1+ years of applicable experience in a similar role 
• Customer service and technical support experience 
• Computer networking knowledge preferred 
• Experience working in a pharmacy, or assisted living, required 
• Basic troubleshooting skills 
• Windows/Microsoft Office knowledge 
• Strong communication skills (written, over-the-phone, face-to-face) 
• Technical writer, skilled with email etiquette 
• Critical thinker & problem solver 
• Self-motivated 
• Ability to manage multiple tasks/projects simultaneously, strong organization, and time management skills 
• Willingness to learn new topics, responsibilities, and processes as our business grows and evolves 

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