Tier 1 Technical Support
About The Position
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. 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!
Requirements
- 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.
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 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
