Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to customers addressing general inquiries through a multi-channel approach.

• Assist customers via incoming phone calls, live chat interactions, and ticket management through an online platform.

• Implement protocols while utilizing tools and innovative problem-solving techniques to resolve issues.

• Elevate issues that necessitate collaboration with resources from other departments.

• Provide coaching and mentoring to peers.

• Notify supervisors of potential issues for process enhancement.

• Diagnose, troubleshoot, and determine root causes of technical challenges.

• Recommend updates for existing or new Standard Operating Procedures (SOPs) to improve team knowledge.

• Stay informed about the latest DrFirst products and tools.

• Use appropriate escalation protocols for unresolved customer concerns.

• Meet KPI metrics established by leadership to ensure effective workflows.

⛳️ Requirements

• At least 2 years of experience in customer support and technical troubleshooting.

• Outstanding customer service skills, both written and verbal.

• Understanding of basic customer support principles.

• Practical experience with Zendesk or similar CRM systems.

• Demonstrated ability to manage confidential information with care when dealing with customers.

• Proficient in navigating computer systems efficiently.

• Exceptional communication skills, both verbal and written.

• Capability to multitask across phone, chat, and ticketing systems.

• Willingness to learn from interactions, assess personal performance, and continuously improve in a fast-paced environment.

• Flexibility to make minor shift adjustments when necessary based on business requirements.

• Self-motivated and able to work independently while maintaining high productivity levels.

🏝️ Benefits

• Eligible for Discretionary Performance-based bonus.

• Medical, dental, and vision insurance.

• 401K eligibility after 3 months of employment, with a 50% company match on the first 5% of salary contributed to the plan, accompanied by a 3-year vesting schedule.

• HSA available for eligible employees enrolled in the HDHP, with a substantial company contribution up to $500 for individual coverage and $1000 for family coverage annually.

• Fully covered short and long-term disability, AD&D, and group life insurance by the company.

• Accrued annual paid time off (PTO) of 18 days for the first three years of service, with increases thereafter.

• 7 paid holidays per year.

• Employee Assistance Program.

• Continuing Education funds up to $1500 per year for eligible programs after one year of service.

• Optional benefits including FSA, Hospital indemnity, Accident, and Critical Illness insurances.

• Remote-First company with a dynamic and flexible work environment.