Technical Support Specialist – Tier 1

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support and troubleshooting assistance for end users, including physicians, nurses, and system administrators.

• Manage incoming client inquiries through phone, chat, and the online customer portal.

• Administer PerfectServe applications and train users on phone, mobile, and web tools.

• Diagnose and resolve message delivery and content issues from root-cause analysis to configuration adjustments.

• Create and update user accounts in accordance with established standards.

• Collaborate with hospital IT teams to address mobile and web connectivity challenges.

• Consult on and configure custom application builds tailored to end-user workflows.

• Work alongside customer success, integration, and technical teams to resolve escalated issues.

• Deliver 24/7/365 clinical communication support for hospitals, physicians, and care teams.

⛳️ Requirements

• A dedicated, distraction-free home workspace.

• A hardwired or verified reliable high-speed internet connection.

• Proven experience in methodically troubleshooting complex issues.

• Background in providing customer support through phone, chat, and ticketing systems.

• Ability to manage escalations effectively across phone, chat, and ticketing channels.

• A history of growth in previous positions, including increased responsibility, training others, or receiving promotions.

• A genuine passion for healthcare communication and alignment with PerfectServe’s mission.

• Strong written and verbal communication skills.

• High levels of customer empathy and a strong desire to assist others.

• Comfort in a fast-paced environment with competing priorities.

• Availability to work evenings, overnight shifts, and/or weekends.

• Willingness to participate in daytime EST training from Monday to Friday, maintaining 100% attendance for the first 60 days.

• Ability to start by November 16, 2026.

• Capability to communicate with or without reasonable accommodation.

• Good hand-eye coordination, along with dexterity in arms, hands, and fingers, and visual acuity for using keyboards, equipment, and technical information.

🏝️ Benefits

• Shift differentials for night and weekend work.

• Comprehensive benefits package available from day one.

• Remote-first work environment.

• Health, Dental, Vision, Life, and Disability Insurance options accessible from day one.

• 401K plan with matching contributions and immediate vesting.

• 17 company holidays and 2 floating holidays.

• Competitive paid time off policy.

• Opportunities for internal advancement.

• Mentorship provided during onboarding and training.