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!

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, and managing tickets through a web platform.

Our 100% US-based support team operates 24/7/365, including holidays. We're seeking flexible team members for rotating schedules covering evening, overnight, and weekend shifts, with opportunities for 4×10 schedules and overtime. Our innovative monthly scheduling system allows you to bid on shifts that best fit your lifestyle. It’s a creative and collaborative approach that gives team members a voice and a choice, supporting work-life balance while meeting business needs.

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 

• 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.  

• 100% Remote