Help Desk Customer Support Day

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. Job Description & Responsibilities 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. Primary Responsibilities • 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 & Competencies • 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. Working Conditions Remote, Monday-Friday during CST Business hours. 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 $50,000-$55,000 Benefits • Dental Insurance • Health Insurance • Flexible PTO • Vision Insurance Pay: $50,000.00 - $55,000.00 per year Benefits: • Dental insurance • Health insurance • Health savings account • Life insurance • Paid time off • Parental leave • Vision insurance Education: • Bachelor's (Preferred) Experience: • Healthcare IT: 3 years (Preferred) Work Location: Remote Apply tot his job