Tier 2 Customer Support Lead

About DrFirst

This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. We have a proven product, brand-name customers, significant revenue and growth, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by few companies.  

  

Our applications and programs are focused on making prescriptions safer and more efficient, helping hospitals, physicians, pharmacies, and care providers save patients’ lives. Your work will have a direct impact on over 300,000 healthcare professionals, 67,000 pharmacies, and 60% of the healthcare IT vendors in the market. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you! 

Position Overview

Join us at DrFirst as a Tier 2 Support Lead and become a catalyst for business transformation! We're seeking someone who thrives in an agile environment and is eager to lead change. As a Tier 2 Customer Support Lead, you will manage a team of Tier 2 Support representatives who spend much of their day interacting with our Tier 1 team, our customers, and other business units as they work through more complex support issues. Your goal is to guide the team to deliver exceptional customer service and achieve both team and individual goals set forth by the Support Organization. You can effectively support all products in the DrFirst solution suite as well as tools used by the team, and you have a strong understanding of support policies and procedures. Your role will be pivotal in driving efficiency improvements, examining existing practices, and utilizing metrics to set new standards of excellence. Your leadership will not only elevate team performance but also inspire team to actively contribute to business evolution and growth.

Who will love this job

• A self-starter who thrives in a dynamic, fast paced environment.
• A creative problem solver who gets excited about leveraging a variety of resources to create solutions to technical and administrative issues.
• An adaptable individual able to flex to change while focusing on main objectives.
• A team player who enjoys collaborating across various teams to overcome challenges.
• A collaborative communicator committed to fostering mutual respect and understanding while effectively engaging with both internal teams and external clients in a professional manner.
• A lifelong learner who embraces the opportunity to learn about new products, technologies, and tools in a continuously evolving environment. 

What you will work on

• Coaching and mentoring representatives while fostering a positive and high-performing team environment.
• 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.
• Take initiative on potential problems and plan to address and monitor for success/improvement.
• Collaborate with the Support leadership team to drive change and adopt a strategic mindset, focusing on continuous process evaluation and enhancement.
• Provide technical expertise and problem-solving for complex customer issues while identifying patterns to address within Support or with other business units such as Product, Integration, Configuration, etc.
• Being available to your team by answering questions and managing real-time situations to achieve set goals and deliver exceptional customer experiences.
• Diagnose, troubleshoot, and root cause technical and process problems while collaborating across business units to implement solutions.
• Creating and updating Standard Operating Procedures (SOPs) to enhance team knowledge.
• Stay up to date on the latest DrFirst products and features.
• Escalating unresolved customer issues to the appropriate business units and ensuring the team understands escalation procedures.

Qualifications

• Two years of related work experience with DrFirst products, services, and tools. (required for Internal applicants only)
• Demonstrated in-depth knowledge of DrFirst products, services, and tools. (required for Internal applicants only)
• Proven customer service and client relations skills, preferably in the healthcare industry.
• Excellent analytical and problem-solving skills.
• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to work independently and as p