Remote Tier 1 Technical Support Specialist

DRFIRST COM INC; Oregon; Híbrido; USD 45.000 - 47.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

401K with company match

HSA contribution

Discretionary bonus

PTO 18 days + holidays

Education funds $1500 annually

Remote work

Descripción de la vacante

DrFirst is seeking a Tier 1 Technical Support representative to provide remote, omni-channel technical support for our healthcare IT solutions. You will learn DrFirst policies, resolve customer inquiries, and contribute to KPI-driven outcomes while collaborating with cross-functional teams.

The role emphasizes excellent communication, confidentiality, and problem-solving skills. The position offers a fully remote schedule with competitive benefits and a strong focus on customer success.

Formación

• 2+ years of customer support and technical troubleshooting experience.
• Familiarity with Zendesk or other CRM.
• Ability to handle confidential matters with discretion.
• Proficient in navigating computer systems with ease.
• Excellent verbal and written communication skills.
• Ability to multitask across phone, chat, and ticketing platforms.
• Willingness to adapt in a fast-paced environment and learn from interactions.
• Occasional flexibility for shift adjustments based on business needs.

Responsabilidades

• Provide technical support to customers via omni-channel (phone, chat, tickets).
• Apply protocols and leverage tools to resolve issues.
• Escalate complex issues to cross-functional teams.
• Peer coaching and mentoring of teammates.
• Report potential problems to supervisors for process improvement.
• Diagnose, troubleshoot, and identify root causes of technical problems.
• Suggest SOP updates to enhance team knowledge.
• Stay up-to-date on DrFirst products and tools.
• Escalate unresolved issues using proper protocols.

Conocimientos

Customer service

Technical troubleshooting

Multi-channel support

Communication skills

Independence

Herramientas

Zendesk

Descripción del empleo

DrFirst is seeking a Tier 1 Technical Support representative to provide remote, omni-channel technical support for our healthcare IT solutions. You will learn DrFirst policies, resolve customer inquiries, and contribute to KPI-driven outcomes while collaborating with cross-functional teams.

The role emphasizes excellent communication, confidentiality, and problem-solving skills. The position offers a fully remote schedule with competitive benefits and a strong focus on customer success.