[Hiring] Tier 1 Technical Support @DrFirst

Role Description

Join us at DrFirst as a Tier 1 Technical Support Representative and become a catalyst for business transformation!

• 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.

Qualifications

• Excellent customer service 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.

Physical Requirements

• This role is 100% remote.
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.

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.