Tier 1 Technical Support

DrFirst; United States; Remote; USD 45,000 - 47,000; Full time

Benefits offered by this job

Base salary 45k–47k

Discretionary bonus

Medical, dental, and vision insurance

401K with company match (after 3 mos)

HSA

Job summary

DrFirst is seeking a Tier 1 Technical Support representative for a 100% remote position. You will support all DrFirst products via omni-channel, troubleshoot issues, and maintain customer satisfaction while meeting KPI targets.

Ideal candidates have at least 2 years of customer support and technical troubleshooting experience, familiarity with Zendesk or other CRM systems, and excellent communication across phone, chat, and ticketing platforms.

Qualifications

• Minimum of 2 years of customer support and technical troubleshooting experience.
• Familiarity with Zendesk or other CRM platforms.
• Excellent verbal and written communication skills.
• Ability to multitask across phone, chat, and ticketing platforms.
• Comfort with working in a remote, fast-paced environment.

Responsibilities

• Provide technical support to customers through omni-channel channels (phone, chat, tickets).
• Diagnose, troubleshoot, and resolve technical issues; escalate as needed.
• Follow SOPs and help improve processes through feedback to supervisors.
• Stay updated on DrFirst products and tools; mentor peers as needed.

Skills

Customer service

Technical troubleshooting

Zendesk

CRM

Communication

Multitasking

Remote work

Tools

Zendesk

CRM

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.

If you are passionate about pushing boundaries, developing your potential, and working with a dynamic team, we want to hear from you!

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.

We are looking for a highly motivated and results-oriented individual to join our growing team. If you are passionate about customer experience and have a strong technical background, we encourage you to apply!

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

DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone can thrive, no matter where they log in from. Check out our approach to remote work https://drfirst.com/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 [e-mail] to verify the message's authenticity. Your security is important to us!

Learn more about our benefits and professional development opportunities https://drfirst.com/company/about-us/careers/the-perks/.

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