Overnight Technical Support Specialist – Remote

RXinsider LTD.; United States; Remote; USD 45,000 - 47,000; Full time

Benefits offered by this job

Base salary 45k-47k USD

Discretionary bonus eligibility

Medical/Dental/Vision

401K with company match

HSA contributions

Disability & Life Insurance

PTO 18 days + holidays

EAP

Continuing Education funds

Voluntary benefits

Job summary

DrFirst is seeking a remote overnight support specialist to provide top-tier technical assistance across the DrFirst solution suite. Use omni-channel tools to resolve inquiries, troubleshoot issues, and ensure customer satisfaction while contributing to KPI targets.

You will handle tickets, chats, and calls, escalate where needed, and mentor peers. A minimum of 2 years in customer support with Zendesk or similar CRM is required; sponsorship is not needed.

Qualifications

• Minimum of 2 years’ experience providing customer support and technical troubleshooting.
• Familiarity with Zendesk or other CRM and customer support principles.
• Discretion handling confidential matters with customers.
• Proficient navigating computer systems and software.
• Excellent verbal and written communication skills.
• Ability to multitask across phone, chat, and ticketing platforms.
• Willingness to learn from interactions and improve in a dynamic environment.
• Occasional shift adjustments; sponsorship not required.

Responsibilities

• Provide technical support to customers via omni-channel channels.
• Apply protocols and leverage tools to address issues.
• Escalate issues needing cross-unit collaboration.
• Peer coaching and mentoring junior teammates.
• Report potential problems to supervisors for process improvement.
• Diagnose, troubleshoot, and identify root causes of problems.
• Suggest SOP updates to enhance team knowledge.
• Stay up to date on DrFirst products and tools.
• Escalate unresolved issues using proper procedures.

Skills

Customer service

Technical troubleshooting

Zendesk

CRM

Discretion

Communication

Multitasking

Adaptability

Shift flexibility

Work authorization

Tools

Ticketing platforms

CRM systems

Job description

DrFirst is seeking a remote overnight support specialist to provide top-tier technical assistance across the DrFirst solution suite. Use omni-channel tools to resolve inquiries, troubleshoot issues, and ensure customer satisfaction while contributing to KPI targets.

You will handle tickets, chats, and calls, escalate where needed, and mentor peers. A minimum of 2 years in customer support with Zendesk or similar CRM is required; sponsorship is not needed.