About DrFirst
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!
Position Overview
Join us at DrFirst as a Tier 2 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. With your proven critical thinking skills and strong knowledge of all DrFirst products, our various Support tools, and Support policies and procedures, you will troubleshoot complex customer issues, provide support to Tier 1 representatives, and will be a direct point of contact for our Premier clients, i.e. assigned Partner. Your role will be pivotal in driving positive customer experiences, issue resolution, and achieving KPI metrics set forth by leadership to maintain efficient workflows. You will provide advanced technical support through our omni-channel model which includes inbound phone calls, live chat communication, and managing tickets through a web platform.
What you will work on
- Provide advanced technical support to our customers in response to escalated tickets from Tier 1 and directly from Premier customers 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.
- Present solutions to supervisors for both process and product experience improvement.
- Diagnose, troubleshoot, and root cause advanced technical problems.
- Suggest updates for current or new Standard Operating Procedures (SOPs) to enhance team knowledge.
- Partner with the Product teams to stay up to date on the latest DrFirst products and tools.
- Escalate unresolved customer issues using proper escalation protocols.
- Work closely with Account Manager for assigned Partner.
Qualifications
- Excellent customer services skills, both verbal and written.
- Minimum of 1 year experience providing customer support and technical troubleshooting on the DrFirst Tier 1 team, and/or 2 consecutive performance review ratings of Consistently Exceeds.
- Demonstrated in depth knowledge of customer support principles and advanced navigation experience utilizing Zendesk, Staff Area, Kibana, and other defined DrFirst Support tools.
- Proven capability to handle confidential matters with discretion when interacting with customers.
- 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 shift adjustments 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.
#LI-GF1 #LI-Remote
Benefits
- Competitive compensation, with a base salary of 50k-65k (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
DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone can thrive, no matter where they log in from. Check out our approach to remote work https://drfirst.com/company/about-us/careers/.
Learn more about our benefits and professional development opportunities https://drfirst.com/company/about-us/careers/the-perks/.
