Tier 1 Support Representative

Job Locations US | US-MD-Germantown
Posted Date 1 month ago(5/2/2023 7:09 AM)
Job ID
Customer Service/ Operations Support

About DrFirst

DrFirst is an innovative Health IT company with a mission to create user-friendly solutions so that doctors can treat their patients quickly, efficiently, and safely.  Over 300,000 healthcare professionals, 120,000 prescribers, 67,000 pharmacies, and 260 of the healthcare IT vendors in the market depend on us every day to manage medication safety and efficiency, streamline care team communication and collaboration, reduce medical errors, and improve patient outcomes. 


You will be part of a team building and operating highly scalable software using cutting edge technologies for a variety of devices. You will get to solve the most complex problems that arise in the areas of distributed computing and high-volume transaction processing. Your code will reach thousands of doctors and touch the lives of millions of patients across the country. 


This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. We have a proven product, brand-name customers, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by a few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, care about working with smart colleagues; we want to talk to you! 

Position Overview

The DrFirst Technical Support team is growing!  We’re looking for committed support representatives to provide an exceptional customer experience to our growing customer base who help hospitals, physicians, pharmacies, and care providers save patients’ lives. This is an exciting opportunity for individuals who would like to begin or grow their career in customer support in healthcare technology. 


Currently this position is full-time and allows candidates to work remotely. Please note that all candidates must confirm they have high-speed internet and a secure location, as you will be discussing Personal Health Information (PHI) and cannot be in a public space. We will provide you with the equipment needed to successfully perform your job, including a laptop, monitor and docking station.  


Our support team operates 100% within the continental United States and provides support 24 hours a day, 7 days a week, 365 days a year, including holidays. We are looking for someone who is available in the Central or Pacific time zone to cover later hours and overnight scheduled shifts. The schedule does rotate, and we do offer 4x10 shifts and Overtime if requested. This position requires talking on the phone, providing written live chat responses with customers and written tickets via a web platform.  


Who will love this job


  • A self-starter who thrives in a collaborative, fast-paced environment 
  • A creative problem solver who gets excited about leveraging a variety of resources to create solutions to technical issues 
  • A team player who is always willing to help the group and enjoys working through challenges with colleagues from other teams within DrFirst 
  • An enthusiastic learner who embraces the opportunity to learn about new products, technologies, and tools in a continuously evolving environment 

What you will work on

  • Interpret and apply customer support processes when applicable but think creatively to solve new or unique problems. 
  • Escalate issues that require collaboration with resources from Development, System Engineering, Database Management, and Tier 2 Support teams. 
  • Use internal tools for gathering data, examples, and logs to escalate issues to product management teams and developers. 
  • Serve as a liaison between DrFirst and our customers in response to general inquiries and support problems. 


  • Excellent customer service and client relations skills. 
  • Knowledge of basic customer support and experience working in Zendesk. 
  • Ability to maintain discretion in dealing with confidential matters with our customers. 
  • Exceptional verbal and written communication skills with the ability to multi-task across interactions in phone, email, and messaging platforms. 
  • Ability to learn from interactions and analyze personal performance to improve and respond well in a rapidly growing and changing environment. 
  • Ability to work nights and weekends on a rotation, and flexibility to work any shift within our operating hours. 
  • Ability to work without sponsorship.  

Physical Requirements

  • 90% Desk/Phone work 
  • 10% Standing/Moving throughout the office 


We offer comprehensive benefits to keep you healthy as you grow in your life and career. Your merit-based compensation will reflect the impact your work has on the company and our customers.  

Learn more about our benefits and professional development opportunities here.


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