Tier 1 Technical Support

DRFIRST COM INC; Oregon; Hybrid; USD 45,000 - 47,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401K with company match

HSA contribution

Discretionary bonus

PTO 18 days + holidays

Education funds $1500 annually

Remote work

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Technical troubleshooting

Multi-channel support

Communication skills

Independence

Tools

Zendesk

Job description

About DrFirst

Dr First is a rapidly growing Healthcare IT company, offering a unique opportunity to make a significant impact in the healthcare industry. Our cutting-edge applications and programs enhance prescription safety and efficiency, serving over 300,000 healthcare professionals, 67,000 pharmacies, and 60% of healthcare IT vendors in the market. Backed by leading investors, we provide an environment where you can collaborate with some of the brightest minds, tackling complex healthcare challenges on an unmatched scale.Our support team operates 100% within the continental United States and provides coverage 24 hours a day, 7 days a week, 365 days a year, including holidays. Though we offer flexible schedules, we promote schedule consistency.

Position Overview

Join us at DrFirst as a Tier 1 Technical Support representative and become a catalyst for business transformation! We're seeking someone who thrives in an agile environment and is eager to embrace change. You will learn to effectively support all products in the DrFirst solution suite using various tools while gaining a strong understanding of support policies and procedures. This role is pivotal in driving positive customer experiences, issue resolution, and achieving KPI metrics set forth by leadership to maintain efficient workflows. You will provide technical support through our omni-channel model which includes inbound phone calls, live chat communication, and managing tickets through a web platform.

What you will work on

• 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 Standard Operating Procedures (SOPs) to enhance team knowledge.
• Stay up to date on the latest DrFirst products and tools.
• Escalate unresolved customer issues using proper escalation protocols.

Qualifications

• Excellent customer services skills, both verbal and written.
• Minimum of 2 years’ experience providing customer support and technical troubleshooting.
• Demonstrates 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.

Physical Requirements

Physical Requirements: This role is 100% remote. While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. Specific vision abilities required by this job include close vision requirements due to computer work.

Benefits

• Competitive compensation, with a base salary of 45k-47k (Exact compensation may vary based on skills and experience)
• Eligible for Discretionary Performance-based bonus
• Medical, dental, and vision insurance
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
• 100% company paid short and long-term disability, AD&D, and group life insurance
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
• Employee Assistance Program
• Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances

We are looking for a highly motivated and results-oriented individual to join our growing team.

Check out our approach to remote work company/about-us/careers/.

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. Additionally, we will not request that you purchase equipment or accept e-checks or checks for deposit. If you encounter any communications claiming to be from DrFirst that seems suspicious, please contact our recruitment team directly at

to verify the message's authenticity. Your security is important to us! Learn more about our benefits and professional development opportunities company/about-us/careers/the-perks/.#LI-SL1 #LI-Remote