Apply on Employer Site

DrFirst, Inc. · 2 months ago

Tier 1 Technical Support

United States

Full-time

Remote

Entry Level

$45K/yr - $47K/yr

2+ years exp

DrFirst, Inc. is a rapidly growing Healthcare IT company, offering a unique opportunity to make a significant impact in the healthcare industry. The Tier 1 Technical Support representative will provide technical support to customers, ensuring positive experiences and effective issue resolution using an omni-channel model.

Health CareHospitalInformation TechnologyPhysical SecuritySoftware

Comp. & Benefits

No H1B

Responsibilities

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 and 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

Qualification

Technical troubleshootingCustomer support experienceZendeskCRM familiarityMultitasking abilityVerbal communication skillsWritten communication skillsPeer coachingProblem-solving skillsAdaptability

Required

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 a rare occasion

Ability to work without requiring sponsorship

Benefits

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

Company

DrFirst, Inc.

Glassdoor3.4

DrFirst has been transforming medication management for 25 years, helping providers and patients navigate a complex and often fragmented healthcare system.

Founded in 2000

Rockville, Maryland, USA

201-500 employees