Remote Tier 1 Technical Support Specialist

DRFIRST COM 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

PTO 18 days + 7 holidays

Discretionary bonus

Job summary

DrFirst is seeking a Tier 1 Technical Support representative to join our remote-first Customer Operations team in the US. You will provide omni-channel support for our product suite, learn our policies, and help drive KPI performance through efficient issue resolution.

The role emphasizes agile collaboration, strong communication, and the ability to troubleshoot with discretion. Competitive salary 45k–47k, plus benefits and growth opportunities as we scale our healthcare IT solutions.

Qualifications

• Minimum of 2 years’ experience providing customer support and technical troubleshooting.
• Excellent verbal and written communication skills.
• Ability to multitask across phone, chat, and ticketing platforms.
• Proficiency with CRM systems such as Zendesk.
• Ability to handle confidential information with discretion.
• Self-starting and able to work independently.

Responsibilities

• Provide technical support to customers via omni-channel (phone, chat, tickets).
• Apply protocols using tools and problem-solving skills to address issues.
• Escalate issues needing cross-unit collaboration.
• Peer coaching and mentoring.
• Report potential problems for process improvement.
• Diagnose, troubleshoot, and resolve technical problems.
• Suggest SOP updates to enhance team knowledge.
• Stay up to date on DrFirst products and tools.
• Escalate unresolved issues using escalation protocols.

Skills

Customer service

Technical troubleshooting

Communication skills

Multitasking

Self-motivation

Independent work

Discretion

Tools

Zendesk

Job description

DrFirst is seeking a Tier 1 Technical Support representative to join our remote-first Customer Operations team in the US. You will provide omni-channel support for our product suite, learn our policies, and help drive KPI performance through efficient issue resolution.

The role emphasizes agile collaboration, strong communication, and the ability to troubleshoot with discretion. Competitive salary 45k–47k, plus benefits and growth opportunities as we scale our healthcare IT solutions.