Remote Tier 1 Tech Support for Healthcare IT

DrFirst, Inc.; United States; Remote; USD 45,000 - 47,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401K with company match

HSA contributions

Disability & Life Insurance

PTO 18 days + holidays

Job summary

DrFirst is seeking a highly motivated Tier 1 Technical Support representative to join our remote-first team. You will support all product lines via phone, chat, and tickets, following SOPs and KPI targets to ensure quick, accurate resolutions.

The role requires at least 2 years of customer support and technical troubleshooting experience, strong communication, and the ability to work independently in a fast-paced environment.

Qualifications

• Minimum of 2 years’ experience providing customer support and technical troubleshooting.
• Familiarity with Zendesk or other CRM platforms and standard support principles.
• Ability to handle confidential information with discretion.
• Excellent verbal and written communication skills.

Responsibilities

• Provide technical support to customers via omni-channel (phone, chat, tickets).
• Apply protocols and use tools to address issues with creative problem-solving.
• Escalate issues requiring collaboration with other business units.
• Peer coaching and mentoring.
• Report potential problems to supervisors for process improvement.
• Diagnose, troubleshoot, and root-cause technical problems.
• Suggest updates to SOPs to enhance team knowledge.
• Stay up to date on DrFirst products and tools.
• Escalate unresolved customer issues using proper procedures.

Skills

Customer service

Technical troubleshooting

Multi-channel support

Communication

Problem solving

Independence

Adaptability

Education

2+ years customer support experience

Tools

Zendesk

CRM systems

Job description

DrFirst is seeking a highly motivated Tier 1 Technical Support representative to join our remote-first team. You will support all product lines via phone, chat, and tickets, following SOPs and KPI targets to ensure quick, accurate resolutions.

The role requires at least 2 years of customer support and technical troubleshooting experience, strong communication, and the ability to work independently in a fast-paced environment.