Customer Support On-Call After Hours

About XFERALL

XFERALL is a healthcare technology platform that automates and accelerates patient transfers across acute care and behavioral health systems. By matching patient needs with real-time facility capacity, we help providers reduce delays, improve coordination, and ultimately support better patient outcomes.

About the Role

This is an after-hours, on-call support role supporting a live healthcare platform used by hospitals and behavioral health facilities.

You will be the primary (only) support contact during your shift, responsible for:

• Responding to customer issues in real time

• Troubleshooting platform, login, and faxing issues

• Escalating incidents quickly when needed

• Maintaining clear, professional communication with customers

This role requires someone who is:

• Comfortable working independently

• Calm under pressure

• Able to make decisions without constant oversight

Schedule & Availability (Important)

• Monday–Friday: Shifts between 5PM - 8AM CST

• Weekend coverage required

• On-call model:

  • $5/hour for on-call availability

  • $17/hour for hours worked (active support work)

You must be able to:

• Respond quickly during your shift

• Take calls, chats, and tickets as they come in

• Be fully available during assigned hours

What You’ll Do

On-Call Support

• Respond to inbound support requests (phone, email, chat)

• Provide timely, professional assistance to healthcare customers

• Manage issues independently during after-hours coverage

Troubleshooting & Issue Resolution

• Diagnose and resolve issues related to:

  • Login / authentication (SSO, MFA)

  • Platform usage

  • Faxing workflows (cloud fax / vendor-related issues)

• Identify whether issues are isolated or part of a broader incident

Escalation & Incident Handling

• Escalate issues appropriately based on severity

• Recognize potential outages and act quickly

• Coordinate with internal teams (Engineering, Customer Success)

Documentation (Critical)

• Document all troubleshooting steps clearly in Zendesk

• Leave detailed internal notes for continuity across shifts

• Ensure tickets can be picked up by another agent without rework

Customer Communication

• Communicate clearly and professionally using a consistent tone

• Set expectations without overpromising

• Direct customers to status updates during incidents

Administrative Support

• Assist Customer Success with:

  • Data entry

  • Market launch prep

  • Contact validation

  • Light operational tasks

What Success Looks Like

• Fast, consistent response times

• Clear and thorough ticket documentation

• Minimal rework between shifts

• Proper escalation of high-impact issues

• Calm, confident handling of urgent situations

• Positive customer interactions—even during incidents

What We’re Looking For

Required

• 1–3+ years in customer support or technical support (SaaS preferred)

• Strong written and verbal communication skills

• Ability to troubleshoot basic technical issues independently

• Comfortable working solo during overnight hours

• Highly organized and detail-oriented

• Able to stay focused and responsive during long on-call shifts

Preferred

• Experience with Zendesk, Salesforce, or similar tools

• Experience supporting healthcare or regulated environments

• Familiarity with:

  • SSO / MFA troubleshooting

  • Cloud-based applications

  • Faxing workflows (or willingness to learn quickly)

Key Traits for Success

• Self-starter (no hand-holding)

• Strong judgment under pressure

• Clear communicator

• Process-oriented

• Reliable and accountable

Working Conditions

• Fully remote - must be US based

• Must have:

  • High-speed internet

  • Quiet, dedicated workspace

  • Ability to take calls without interruption

  • Access to a mobile device for communication

Compensation

• $5/hour for on-call availability

• $17/hour for hours worked (active support work)

Why This Role Matters

This role directly supports healthcare providers and impacts real-time patient coordination.
When something breaks, you are the first line of response.