DrFirst

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Technical Support Representative

Technical Support Representative

Job ID 
2017-1039
# of Openings 
6
Job Locations 
US-MD-Germantown
US-AZ-Mesa
Posted Date 
4/30/2017
Category 
Customer Service/Support

More information about this job

Overview

The DrFirst Technical Support team is the first line of support to our clients and end users.  Support Representatives work one-on -one with our clients, as well as collaboratively with the support team and other departments within DrFirst in order to provide the highest level of service to our customers and end users.  We are committed to providing an exceptional customer experience through communication, trouble-shooting and issue resolution.  We look to our Support team to ensure that we satisfy customer expectations by offering impeccable service and user support.  This is an exciting opportunity for recent graduates or individuals who would like to begin a career in Healthcare technology.

Responsibilities

Provide stellar customer service to DrFirst customers and end users
Interpret and apply customer support processes when applicable, but think independently and creatively to solve new or unique problems
Use discretion to escalate issues that require collaboration with resources from Development, System Engineering, Database Management, and Tier 2 Support teams
Provide resolution to inquiries from pharmacies and providers relating to Surescripts
Serve as a liaison between DrFirst and our customers in response to general inquires and support problems
Assist with resolving and/or dispatching Helpstar tickets
Data analysis and related ad hoc projects aimed at improving the DrFirst customer experience
Triage phone calls that come into the main switchboard
Responsible for after hour support calls on a rotational basis (6pm -- 10pm)

Qualifications

Bachelor’s degree
Two years of work experience
Excellent customer service and client relations skills
Effective verbal and written communication skills
Superior attention to detail
Some PC and internet technology required