[Hiring] Support Agent @Direct Meds LLC

Role Description

RXRoute is looking for a reliable, detail-oriented, and customer-focused Support Agent to join our team. In this role, you’ll be a key point of contact for patients, clients, and pharmacy partners, helping ensure questions are answered, issues are resolved, and orders move forward smoothly.

The RXRoute Support Agent is a frontline support position responsible for providing responsive, accurate, and professional assistance to patients, clients, and pharmacies.

You’ll manage incoming requests, follow up on outstanding issues, create replacement orders, and proactively communicate with patients when there are delays or product availability issues.

The ideal candidate is someone who takes ownership, communicates clearly, pays close attention to detail, and approaches every interaction with a customer-first mindset.

What You’ll Do

• Return patient and client voicemails promptly and professionally.
• Respond to incoming emails and support requests.
• Create replacement orders when needed.
• Monitor and respond to client and pharmacy tickets through the RXRoute portal.
• Proactively contact patients when products are delayed or out of stock.
• Track follow-ups and ensure outstanding issues are addressed in a timely manner.
• Maintain accurate and thorough documentation of support interactions.
• Identify and escalate issues when additional assistance is needed.
• Follow RXRoute processes and procedures to ensure consistent and accurate support.
• Provide a positive and professional experience to every patient, client, and pharmacy partner.

Qualifications

• Strong written and verbal communication skills.
• Excellent attention to detail and organizational skills.
• The ability to manage multiple tickets, priorities, and follow-ups simultaneously.
• Comfort working with online portals, ticketing systems, and other technology.
• The ability and willingness to quickly learn RXRoute systems and processes.
• A customer-first attitude and a genuine desire to help others.
• A proactive, solutions-oriented approach to problem-solving.
• The ability to work independently, stay organized, and take ownership of assigned tasks.
• Reliability, professionalism, and strong follow-through.
• Previous experience in customer support, healthcare, pharmacy, or a similar service-focused environment.

Requirements

• Reliable personal laptop or desktop computer (Chromebooks not accepted).
• Quality headset suitable for high-volume calls.
• High-speed, reliable internet connection.
• Quiet, professional workspace suitable for customer conversations.

Compensation & Schedule

• Pay: $25 per hour.
• Schedule: Monday–Friday, 9:00 AM–5:00 PM Mountain Time.
• Training: Two-week training program. Training hours may vary and may occasionally take place outside of the regular 9:00 AM–5:00 PM MT schedule.

Benefits

• Health, Dental, and Vision benefits.
• Paid time off.
• Company holidays.
• Fully remote work.
• Career advancement opportunities within a rapidly scaling company.
• Mission-driven culture focused on impact, integrity, and teamwork.

How to Apply

If you’re interested in joining RXRoute as a Support Agent, we’d love to hear from you. Please submit your resume and a brief introduction highlighting your customer service experience and why you’re interested in the role.