[Hiring] Tier 1 Technical Support @fc2a6c7e-ef54-4ed9-8c04-d5aca23f99e3

Role Description

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
• Managing tickets through a web platform

What you will work on:

• 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.