Tier 1 Technical Support

2 weeks ago

Germantown, United States DrFirst Full time
About DrFirst

The DrFirst Customer Support team is growing We're looking for dedicated support representatives who are passionate about delivering exceptional customer experiences to our ever-growing clientele, which includes hospitals, physicians, pharmacies, and care providers who are dedicated to saving patients' lives. This role presents an exciting opportunity for individuals seeking to kickstart or advance their careers in customer support within the healthcare technology sector.

We have a proven product, brand-name customers, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by a few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, care about working with smart colleagues; we want to talk to you

Position Overview

This position is full-time and offers remote work flexibility. Please note that all candidates must confirm they have high-speed internet and a secure location, as you will be discussing Personal Health Information (PHI) and cannot be in a public space. We will provide you with the equipment needed to successfully perform your job, including a laptop, monitor, and docking station.

Our support team operates 100% within the continental United States and provides support 24 hours a day, 7 days a week, 365 days a year, including holidays. We are looking for someone who is available in the Central or Pacific time zone to cover later hours and overnight shifts. The schedule is rotational, and we offer options such as 4x10 shifts and overtime upon request. This position requires talking on the phone, providing written live chat responses with customers and managing tickets through a web platform.

Who will love this job?

  • A self-starter who thrives in a collaborative, fast-paced environment
  • A creative problem solver who gets excited about leveraging a variety of resources to create solutions to technical issues
  • A team player who is always willing to help the group and enjoys working through challenges with colleagues from other teams within DrFirst
  • An enthusiastic learner who embraces the opportunity to learn about new products, technologies, and tools in a continuously evolving environment
What you will work on
  • Serve as a liaison between DrFirst and our customers in response to general inquiries and support problems
  • Apply customer support protocols while leveraging creative problem-solving skills to address novel or complex issues
  • Escalate issues that require collaboration with resources from Development, System Engineering, Database Management, and Tier 2 Support teams
  • Utilize internal tools to gather data, examples, and logs, facilitating the escalation of issues to product management teams and developers
Qualifications
  • Excellent customer service and client relations skills
  • Minimum of 2 years experience with providing customer support and troubleshooting
  • Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk
  • 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, email, and messaging platforms
  • Adaptability to learn from interactions, analyze personal performance, and continuously improve within a dynamic and fast-paced environment
  • Willingness to work on rotating night and weekend shifts, along with the flexibility to accommodate any shift within our operational hours
  • Ability to work without requiring sponsorship

Physical Requirements

100% remote

Benefits

We offer comprehensive benefits to keep you healthy as you grow in your life and career. Your merit-based compensation will reflect the impact your work has on the company and our customers.

Learn more about our benefits and professional development opportunities here.

#LI-SL1 #LI-Remote

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