Customer Support On-Call After Hours

Xferall

1d•$5 - $17•Remote

About The Position

This is an after-hours, on-call support role supporting a live healthcare platform used by hospitals and behavioral health facilities. You will be the primary (only) support contact during your shift, responsible for: Responding to customer issues in real time Troubleshooting platform, login, and faxing issues Escalating incidents quickly when needed Maintaining clear, professional communication with customers This role requires someone who is: Comfortable working independently Calm under pressure Able to make decisions without constant oversight

Requirements

1–3+ years in customer support or technical support (SaaS preferred)
Strong written and verbal communication skills
Ability to troubleshoot basic technical issues independently
Comfortable working solo during overnight hours
Highly organized and detail-oriented
Able to stay focused and responsive during long on-call shifts

Nice To Haves

Experience with Zendesk, Salesforce, or similar tools
Experience supporting healthcare or regulated environments
Familiarity with: SSO / MFA troubleshooting Cloud-based applications Faxing workflows (or willingness to learn quickly)

Responsibilities

Respond to inbound support requests (phone, email, chat)
Provide timely, professional assistance to healthcare customers
Manage issues independently during after-hours coverage
Diagnose and resolve issues related to: Login / authentication (SSO, MFA) Platform usage Faxing workflows (cloud fax / vendor-related issues)
Identify whether issues are isolated or part of a broader incident
Escalate issues appropriately based on severity
Recognize potential outages and act quickly
Coordinate with internal teams (Engineering, Customer Success)
Document all troubleshooting steps clearly in Zendesk
Leave detailed internal notes for continuity across shifts
Ensure tickets can be picked up by another agent without rework
Communicate clearly and professionally using a consistent tone
Set expectations without overpromising
Direct customers to status updates during incidents
Assist Customer Success with: Data entry Market launch prep Contact validation Light operational tasks