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Role Description

The Help Desk Support Day is a full-time, key member of the Customer Support team at XFERALL. This role is primarily focused (90%) on leading support operations during daytime business hours, while also contributing (10%) to customer onboarding and implementation support.

• Serve as the primary contact for incoming daytime support tickets and live troubleshooting requests.
• Monitor and triage Zendesk tickets and ensure timely, professional responses.
• Troubleshoot platform issues including user access, SSO, permissions, and intake workflows.
• Escalate technical issues to Product, Engineering, or DevOps as needed.
• Maintain internal documentation and support workflows, including triage matrices.
• Create and update knowledge base articles and training documentation.
• Analyze support data for trends and recommend process or product improvements.
• Coordinate with after-hours support agents and contribute to schedule planning.
• Support Implementation Managers with new customer launches by assisting with user setup, training, and go-live prep.
• Participate in weekly team syncs and quarterly operational planning to ensure preparedness for market launches and enterprise SLA.
• Perform other duties as assigned and within the scope of work as needed by management, as this list is not exhaustive.

Qualifications

• 1+ years in SaaS or healthcare IT support roles.
• Strong customer communication and ticket handling skills.
• Experience with Zendesk, Google Workspace, Salesforce, and Metabase preferred.
• Comfortable navigating SSO configurations and platform permissions.
• Excellent organizational and documentation habits.
• Able to collaborate cross-functionally with product, engineering, and implementation teams.
• Experience mentoring or coordinating other support reps is a plus.
• Self-directed and thrives in a remote, fast-paced environment.

Requirements

• Remote, Monday-Friday during CST Business hours.
• 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.

Compensation

$50,000-$55,000

Benefits

• Dental Insurance
• Health Insurance
• Flexible PTO
• Vision Insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave

Education

• Bachelor's (Preferred)

Experience

• Healthcare IT: 3 years (Preferred)

Work Location

Remote