[Hiring] Customer Support On-Call After Hours @Xferall

Role Description

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

Schedule & Availability (Important):

• Monday–Friday: Shifts between 5PM - 8AM CST
• Weekend coverage required
• On-call model:
• $5/hour for on-call availability
• $17/hour for hours worked (active support work)

You must be able to:

• Respond quickly during your shift
• Take calls, chats, and tickets as they come in
• Be fully available during assigned hours

Qualifications

• 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

Requirements

• Experience with Zendesk, Salesforce, or similar tools (preferred)
• Experience supporting healthcare or regulated environments (preferred)
• Familiarity with SSO / MFA troubleshooting (preferred)
• Familiarity with cloud-based applications (preferred)
• Familiarity with faxing workflows (or willingness to learn quickly) (preferred)

Benefits

• $5/hour for on-call availability
• $17/hour for hours worked (active support work)

What Success Looks Like

• Fast, consistent response times
• Clear and thorough ticket documentation
• Minimal rework between shifts
• Proper escalation of high-impact issues
• Calm, confident handling of urgent situations
• Positive customer interactions—even during incidents

Working Conditions

• Fully remote - must be US based
• Must have high-speed internet
• Quiet, dedicated workspace
• Ability to take calls without interruption
• Access to a mobile device for communication

Why This Role Matters

This role directly supports healthcare providers and impacts real-time patient coordination. When something breaks, you are the first line of response.