Tier 1 Customer Support Lead

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!

The DrFirst Tier 1 Support Lead is a steppingstone into people leadership where you can sharpen your desire to inspire a team and is perfect for someone ready to embrace agility and drive business change. As a Tier 1 Customer Support Lead, you will manage a team of Tier 1 Support representatives who spend much of their day interacting with our customers through various channels such as phone, chat, and webform. Your goal is to guide the team to deliver exceptional customer service while striving to provide first contact resolution (FCR) and achieve both team and individual goals set forth by the Support Organization. You can effectively support all products in the DrFirst solution suite, and you have a strong understanding of support policies and procedures. You will help manage omni-channel queues real time and will be able to interpret and make smart decisions based on the analytics provided. You will play a critical role in questioning current efficiencies, challenging the status quo, and leveraging metrics to redefine excellence. Your leadership will not only enhance the team’s performance but also empower them to engage in business change and development.

• Being available to your team by answering questions and managing real-time situations to achieve set goals and deliver exceptional customer experiences.
• Analyzing real-time, daily, and long-term trends to provide insights that help the team meet their objectives.
• Coaching and mentoring new and existing representatives to enhance their skills and performance.
• Implementing and refining support processes and ensuring the customer facing teams are always up to date with new and existing procedures.
• Maintain clear and consistent communication with customers, providing timely updates and resolutions.
• Take initiative on potential problems and plan to address and monitor for success/improvement.
• Escalating unresolved customer issues to the appropriate business units and ensuring the team understands escalation procedures.
• Conduct quality assurance assessments for representatives and lead one-on-one coaching sessions to foster continuous growth and development.
• Perform regular performance reviews and goal check-in meetings.
• Creating and updating Standard Operating Procedures (SOPs) to enhance team knowledge.
• Collaborating with the Support leadership team to drive change and adopt a strategic mindset, focusing on continuous process evaluation and enhancement.

• One year of related work experience with DrFirst products and tools.
• Proven customer service and client relations skills, preferably in the healthcare industry.
• Effective verbal and written communication skills.
• Strong PC and internet technology experience.
• Ability to work independently and as part of a team.
• Demonstrated people leadership abilities.
• Demonstrated projects or initiative leadership abilities.
• Ideal candidate will have experience participating in business base presentations or issue presentations, translating these into strategic initiatives for application.
• Schedule flexibility as needed.

This role is 100% remote.

· While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

· Specific vision abilities required by this job include close vision requirements due to computer work.

We are looking for a highly motivated and results-oriented individual to join our growing team. If you are passionate about the customer experience and have a strong technical background, we encourage you to apply!

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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