This is an exciting opportunity for recent graduates or individuals who would like to begin a career in Healthcare technology. The DrFirst Technical Support team is the first line of support to our clients and end users. Support Representatives work one-on-one with our clients, as well as collaboratively with the support team and other departments within DrFirst in order to provide the highest level of service to our customers and end users.

We are committed to providing an exceptional customer experience through communication, troubleshooting and issue resolution. We look to our Support team to ensure that we satisfy customer expectations by offering impeccable service and user support.

Key Responsibilities:

• Provide stellar customer service to DrFirst customers and end users
• Interpret and apply customer support processes when applicable, but think independently and creatively to solve new or unique problems
• Use discretion to escalate issues that require collaboration with resources from Development, System Engineering, Database Management, and Tier 2 Support teams
• Provide resolution to inquiries from pharmacies and providers relating to Surescripts
• Serve as a liaison between DrFirst and our customers in response to general inquiries and support problems
• Assist with resolving and/or dispatching Helpstar tickets
• Data analysis and related ad hoc projects aimed at improving the DrFirst customer experience
• Triage phone calls that come into the main switchboard
• Responsible for after hour support calls on a rotational basis (6 pm -- 10 pm)

• Bachelor’s degree
• Excellent customer service and client relations skills
• Effective verbal and written communication skills
• Superior attention to detail
• Some PC and internet technology required

• Medical, dental and vision insurance, HSA
• FSA
• 401(k)
• PTO
• Disability insurance
• Commuter benefits.

Founded in 2000 and headquartered in Rockville, Maryland, DrFirst is an innovative Health IT company experiencing significant growth while creating user-friendly solutions so that doctors can treat their patients quickly, efficiently, and safely. Over 170,000 healthcare professionals, 67,000 pharmacies and 60% of the healthcare IT vendors in the market depend on us every day to reduce clinical errors and improve patient outcomes. Your work will have a direct impact on the lives of millions of patients across the country, including someone you might already know.