Tier 1 Support Specialist

Summary

Join PerfectServe, a fast-growing healthcare technology company, as a Technical Support Specialist! You'll be part of a 24/7/365 support team, providing exceptional service to physicians, nurses, and system administrators. Responsibilities include troubleshooting technical issues, training end-users, and collaborating with other teams. This role requires strong technical aptitude, excellent communication skills, and the ability to work in a fast-paced environment. Most schedules require weekend and/or evening/overnight availability. PerfectServe offers a comprehensive benefits package, including remote work, health insurance, 401k, paid time off, and internal advancement opportunities. The starting date is May 27, 2025, and the position is open to US-based candidates only.

Requirements

• Willingness and excitement to work evenings or overnights and/or weekends
• Strong technical aptitude
• Excellent written and verbal communication skills
• Excellent analytical and troubleshooting skills
• Ability to work in a fast-paced environment and successfully prioritize competing tasks
• High customer empathy and exceptional customer service skills
• Access to high-speed internet
• Able to start on May 27, 2025
• Located within the U.S

Responsibilities

• Field incoming client communications via phone, chat, and our online customer portal
• Help end-users administer their PerfectServe applications
• Train end users on how best to use PerfectServe’s phone, mobile, and web applications
• Own basic-to-advanced troubleshooting efforts related to message delivery and/or message content issues; identify root cause(s) and make the appropriate configuration changes to resolve the issue
• Consult, design, configure, and deploy custom applications leveraging best practices to meet workflow needs of PerfectServe’s end users
• Build and revise new user accounts based on established standards and best practices
• Work with end-users and hospital IT personnel to troubleshoot mobile and web connectivity issues
• Collaborate with other PerfectServe teams, including customer success, integration, and technical teams, on escalated technical issues

Preferred Qualifications

• While we have some M-F daytime schedules available, most schedules require our support professionals to work one weekend day
• The ability to work some holidays is also required

Benefits

• 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 plus competitive paid time off policy
• Internal Advancement Opportunities