Tier 1 Technical Support

Overview

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.

Responsibilities

• Provide technical support to our customers in response to general inquiries 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.

• Report potential problems to supervisors for process improvement.

• Diagnose, troubleshoot, and root cause 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.

Qualifications

• Excellent customer services skills, both verbal and written.

• Minimum of 2 years’ experience providing customer support and technical troubleshooting.

• Demonstrates familiarity with fundamental customer support principles and 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 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 minor shift adjustments on occasion based on business need.

• Ability to self-start and work independently while maintaining strong productivity.