Tier 1 Technical Support
About The Position
DrFirst is seeking a Tier 1 Technical Support representative to support products across its solution suite and help deliver positive customer experiences. The role provides technical support through an omnichannel model that includes inbound phone calls, live chat, and tickets managed through a web platform. The representative will learn and follow support policies and procedures, resolve issues, and work toward leadership-defined KPI metrics and efficient workflows. The position is 100% remote. The support team provides coverage 24 hours a day, 7 days a week, 365 days a year, including holidays. Schedules are flexible, though consistency is encouraged; occasional minor shift adjustments may be needed based on business requirements.
Requirements
- At least 2 years of experience providing customer support and technical troubleshooting.
- Excellent customer service skills and strong verbal and written communication skills.
- Familiarity with fundamental customer support principles.
- Hands-on experience using Zendesk or another CRM.
- Ability to handle confidential matters discreetly when interacting with customers.
- Proficiency navigating computer systems.
- Ability to multitask across phone, chat, and ticketing platforms.
- Adaptability, willingness to learn from interactions, analyze personal performance, and continuously improve in a dynamic, fast-paced environment.
- Flexibility to accommodate occasional minor shift adjustments based on business needs.
- Ability to self-start, work independently, and maintain strong productivity.
Responsibilities
- Provide technical support to customers responding to general inquiries through multiple channels.
- Apply protocols and use available tools and problem-solving skills to address issues.
- Escalate issues requiring collaboration with other business units and unresolved customer issues according to escalation protocols.
- Coach and mentor peers.
- Report potential problems to supervisors to support process improvement.
- Diagnose, troubleshoot, and identify root causes of technical problems.
- Suggest updates to existing or new Standard Operating Procedures (SOPs) to improve team knowledge.
- Stay current on DrFirst products and tools.
Benefits
- Competitive base salary of $45,000–$47,000; exact compensation may vary based on skills and experience.
- Eligibility for a discretionary performance-based bonus.
- Medical, dental, and vision insurance.
- 401(k) eligibility after 3 months of employment, with a 50% company match on the first 5% of salary contributed and a 3-year vesting schedule.
- HSA for eligible employees enrolled in the HDHP, with company contributions up to $500 annually for individual coverage and $1,000 for family coverage.
- 100% company-paid short- and long-term disability, AD&D, and group life insurance.
- Accrued annual PTO of 18 days during the first 3 years of service, increasing thereafter, plus 7 paid holidays.
- Employee Assistance Program.
- Continuing education funds up to $1,500 annually for eligible programs after 1 year of service.
- Voluntary benefits including FSA, hospital indemnity, accident, and critical illness insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
