Remote Tier 1 Technical Support Specialist

DrFirst; Northern (KY); Remote; USD 45,000 - 47,000; Full time

Benefits offered by this job

Discretionary bonus

Medical Insurance

Dental Insurance

Vision Insurance

401K with match

HSA contribution

Disability insurance

PTO & Holidays

Education funds

Voluntary benefits

Job summary

DrFirst is seeking a Tier 1 Technical Support representative to join our remote-first team. You will provide omni-channel assistance, troubleshoot, and escalate when needed in a fast-paced, agile environment.

The role requires at least 2 years of customer support and technical troubleshooting, proficient Zendesk/CRM usage, and strong communication across phone, chat, and ticketing. Base pay ranges 45k–47k with a discretionary bonus and comprehensive benefits.

Qualifications

• Excellent customer services skills, both verbal and written.
• Minimum of 2 years’ experience providing customer support and technical troubleshooting.
• Familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk or other CRM.
• Proven capability to handle confidential matters with discretion when interacting with customers.
• Proficient in navigating computer systems with ease.
• Exceptional verbal and written communication skills.
• Ability to multitask across various communication channels such as phone, chat, and ticketing platforms.
• Adaptability to learn from interactions, analyze personal performance, and continuously improve within a dynamic and fast-paced environment.
• Flexibility to accommodate minor shift adjustments on occasion based on business need.
• Ability to self-start and work independently while maintaining strong productivity.

Responsibilities

• Provide technical support to our customers in response to general inquiries through omni-channel.
• Apply protocols while leveraging our tools and creative problem-solving skills to address issues.
• Escalate issues that require collaboration with resources from other business units.
• Peer coaching and mentoring.
• Report potential problems to supervisors for process improvement.
• Diagnose, troubleshoot, and root cause technical problems.
• Suggest updates for current or new SOPs to enhance team knowledge.
• Stay up to date on the latest DrFirst products and tools.
• Escalate unresolved customer issues using proper escalation protocols.

Skills

Customer service

Technical troubleshooting

Zendesk experience

Discretion with data

Communication skills

Multichannel support

Self-motivation

Adaptability

Shift flexibility

Independence

Tools

Zendesk

Job description

DrFirst is seeking a Tier 1 Technical Support representative to join our remote-first team. You will provide omni-channel assistance, troubleshoot, and escalate when needed in a fast-paced, agile environment.

The role requires at least 2 years of customer support and technical troubleshooting, proficient Zendesk/CRM usage, and strong communication across phone, chat, and ticketing. Base pay ranges 45k–47k with a discretionary bonus and comprehensive benefits.