Help Desk Customer Support On-Call
Company Background Headquartered in Austin, TX, XFERALL is a healthcare IT mobile app service designed to automate and expedite the transfer process for both acute care and behavioral health patients. By uniquely matching a patient’s clinical needs to the capabilities and capacity of healthcare facilities in real-time, XFERALL helps to reduce response times to transfer requests and contributes to better patient outcome goals of providers. This position will require you to be on-call with shifts Monday through Friday from 8:00 AM to 5:00 PM CST, as well as during some weekends and holidays. You will provide support to customers with technical inquiries, troubleshooting, and issue resolution. Additionally, there will be opportunities to assist the Customer Success Team with administrative tasks to prepare for upcoming market launches. Job Description & Responsibilities The Help Desk Customer Support On-Call position reports to the Technical Implementation & Customer Support Lead and is part of the Customer Success Team. The successful applicant will work collaboratively across organizations and be responsible for:
- On-Call Support: Be available for customer support during the designated on-call hours (Monday–Friday, 8:00 AM – 5:00 PM CST, and occasional weekends or holidays). Provide timely and professional assistance to customers via phone, email, or chat.
- Troubleshooting: Resolve technical issues related to the XFERALL SaaS platform, helping customers to navigate and solve their problems effectively.
- Documentation: Accurately document support interactions and troubleshooting steps in the customer support system (Zendesk).
- Escalation: Escalate more complex issues to the relevant internal teams when necessary.
- Administrative Support: Assist the Customer Success Team with administrative tasks related to new market launch preparation, such as organizing documents, compiling reports, gathering and confirming customer contact information, and streamlining internal processes.
- Product Knowledge: Stay up-to-date on all features and updates of the XFERALL platform to effectively assist customers.
Qualifications & Competencies:
- Prior experience in customer support or technical support, ideally in a SaaS environment.
- Strong written and verbal communication skills with a customer-first attitude.
- Ability to troubleshoot technical issues with a solutions-driven approach.
- Availability for the on-call hours specified (Monday–Friday, 8:00 AM – 5:00 PM CST, and occasional weekends or holidays).
- Self-motivated, highly organized, and detail-oriented.
- Experience handling administrative tasks in a fast-paced environment is a plus.
- Quick learner with strong competencies in computer, internet, CRM (Salesforce and Zendesk a plus), and various office applications (Microsoft Office Suite, Google Apps, etc.)
Key Competencies:
- Excellent PC skills, including Microsoft Office, Internet, and CRM experience
- Excellent written and verbal communication skills, organization, and planning adaptability
- Innovative decision-making, problem analysis, and problem-solving
- Stress tolerance
- Information management, presentation skills
Working Conditions: Remote Equipment Requirements:
- Must have access to high-speed internet
- Must have a workspace with an office door that closes
- Must have a mobile device with access to Google apps
Physical Requirements: Sedentary, sitting, walking, occasional lifting (overhead, waist level) from the floor, bending, frequent near vision use for reading and computer use. Ability to maintain focus/concentration for an extended period of time. Travel Requirements Position is remote Direct Reports N/A Compensation $5 per hour for on-call availability $17 per hour for hours worked Apply tot his job Apply To this Job