Remote Tier 1 Technical Support Specialist

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

Benefits offered by this job

Base salary 45k-47k

Discretionary bonus

Medical, dental, vision

401K with company match

HSA

Paid time off 18 days + 7 holidays

Education funds $1500/year

Voluntary benefits

Job summary

DrFirst is a remote-first healthcare IT company delivering 24/7 global support from the United States. As a Tier 1 Technical Support representative, you will assist customers across phone, live chat, and tickets, applying SOPs and collaborating with teams to improve service quality.

The role emphasizes strong communication, confidentiality, and the ability to adapt in a fast-paced environment; prior Zendesk experience is a plus. Competitive base salary and comprehensive benefits are offered.

Qualifications

• 2+ years of customer support and technical troubleshooting.
• Familiarity with customer support principles and CRM tools.
• Discretion handling confidential information when interacting with customers.
• Strong verbal and written communication skills.

Responsibilities

• Provide technical support to customers via omni-channel channels.
• Apply protocols and use tools to troubleshoot and resolve issues.
• Escalate complex problems to cross-functional teams.
• Peer coaching and mentoring within the team.
• Identify opportunities to improve SOPs and processes.
• Stay updated on DrFirst products and tools and escalate unresolved issues.

Skills

Excellent customer service

Customer support

Zendesk experience

Discretion handling confidential

Multitasking

Written and verbal communication

Remote work

CRM familiarity

Tools

Zendesk CRM

Job description

DrFirst is a remote-first healthcare IT company delivering 24/7 global support from the United States. As a Tier 1 Technical Support representative, you will assist customers across phone, live chat, and tickets, applying SOPs and collaborating with teams to improve service quality.

The role emphasizes strong communication, confidentiality, and the ability to adapt in a fast-paced environment; prior Zendesk experience is a plus. Competitive base salary and comprehensive benefits are offered.