Technical Support Specialist – Tier 1
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Job Description
Tier 1 Support Specialist supporting PerfectServe’s healthcare communication and scheduling solutions. Troubleshooting user, messaging, account, mobile, and web issues for clinical customers.
Responsibilities:
- Support and troubleshoot for end users, physicians, nurses, and system administrators
- Field incoming client communications via phone, chat, and online customer portal
- Administer PerfectServe applications and train users on phone, mobile, and web tools
- Troubleshoot message delivery and content issues from root-cause diagnosis through configuration fixes
- Build and revise user accounts according to established standards
- Partner with hospital IT teams to resolve mobile and web connectivity issues
- Consult on and configure custom application builds for end-user workflows
- Collaborate with customer success, integration, and technical teams on escalated issues
- Provide 24/7/365 clinical communication support for hospitals, physicians, and care teams
Requirements:
- Dedicated, distraction-free home workspace
- Hardwired or verified reliable high-speed internet
- Track record of troubleshooting complex issues methodically
- Experience supporting customers via phone, chat, and ticketing systems
- Comfort managing escalations across phone, chat, and ticketing channels
- Pattern of growth in past roles, such as taking on more responsibility, training others, or earning a promotion
- Genuine interest in healthcare communication and PerfectServe’s mission
- Excellent written and verbal communication skills
- High customer empathy and drive to help people
- Comfort working in a fast-paced environment with competing priorities
- Willingness to work evenings, overnights, and/or weekends
- Ability to attend Monday through Friday daytime EST training with 100% attendance during the first 60 days
- Ability to start by November 16, 2026
- Ability to communicate with or without reasonable accommodation
- Good hand-eye coordination, arm, hand and finger dexterity, and visual acuity for keyboard, equipment, and technical information use
Benefits:
- Shift differential for nights/weekends
- Comprehensive benefits package effective on day one
- Remote first work environment
- Health, Dental, Vision, Life and Disability Insurance options available day one
- 401K with match and immediately vested
- 17 company holidays
- 2 floating holidays
- Competitive paid time off policy
- Internal Advancement Opportunities
- Mentorship during onboarding and training
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