Technical Support Specialist

🕒 October 30

🇺🇸 United States – Remote

💵 $45k - $47k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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• Open for 13 days.

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DrFirst, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 Private Equity Round on 2024-01

Healthcare • SaaS • B2B

DrFirst is a healthcare technology company that provides medication management solutions focusing on electronic prescribing, electronic prior authorization (ePA), medication history, prescription engagement, population health management, prescription renewals, price transparency, prescription orchestration, specialty medications support, and business continuity for EHRs. Their products include E-Prescribing, EPCS (electronic prescribing for controlled substances), Backline secure messaging, and tools for streamlining prior authorizations and medication access. DrFirst serves hospitals & health systems, EHR & HIT vendors, private practices, pharmaceutical companies, and payers. The company emphasizes integration with clinical workflows, patient engagement to improve adherence, and leveraging a large medication management network in the U. S. ; they also provide system migration services and AI-assisted data transitions.

📋 Description

• Provide technical support to customers in response to general inquiries through an omni-channel model • Support customers through inbound phone calls, live chat communication, and ticket management through a web platform • Apply protocols while leveraging tools and creative problem-solving skills to address issues • Escalate issues requiring collaboration with resources from other business units • Provide peer coaching and mentoring • Report potential problems to supervisors for process improvement • Diagnose, troubleshoot, and identify root causes of 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 • Achieve KPI metrics set by leadership to maintain efficient workflows

🎯 Requirements

• Minimum of 2 years’ experience providing customer support and technical troubleshooting • Excellent customer services skills, both verbal and written • Familiarity with fundamental customer support principles • 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 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

🏖️ Benefits

• 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 • 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 • Remote-First company with a dynamic and flexible workplace

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