Technical Support Specialist - Tier 1 - US Remote

About PerfectServe

PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. Founded in 1997, PerfectServe now serves 400+ employees, 30,000+ customers—spanning medical practices, hospitals, and health systems—and generates over $100 million in annual revenue.

Our mission is to accelerate speed to care by optimizing provider schedules and routing communications (messages, pages, calls, and alerts) to the right place at the right time. Recognized as a segment leader by analyst firms like Gartner® and KLAS Research, PerfectServe delivers cloud-based solutions that enhance patient safety and reduce clinician burnout.

Position Overview

When a nurse can't reach the right physician at 2 a.m., or a critical alert isn't routing correctly, our Support Specialists step in to resolve it. As part of PerfectServe's 24/7/365 support team, you will keep clinical communications running for hospitals, physicians, and care teams who depend on them.

What You'll Be Doing

• Field incoming client communications via phone, chat, and online customer portal.
• Support and troubleshoot end-user applications for physicians, nurses, and system administrators.
• Provide user account management, end-user education, and on-call schedule management.
• Diagnose and troubleshoot message delivery and content issues from root cause 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 tailored to end-user workflows.
• Collaborate with customer success, integration, and technical teams on escalated issues.

Qualifications

• Dedicated, distraction-free home workspace with hardwired or verified reliable high-speed internet.
• Methodical troubleshooting track record with complex issues across phone, chat, and ticketing channels.
• Comfort managing escalations across multiple customer support channels.
• Proven pattern of growth in past roles (taking on responsibility, training others, or earning promotions).
• 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.

Compensation & Schedule

• Pay: $19.00/hour starting rate + shift differential for nights/weekends.
• Shift: Hiring for both day and night shifts; schedules generally include one weekend day and holiday coverage.
• Training: Onboard and train on a Monday–Friday, daytime (EST) schedule with 100% attendance expected during the initial 60-day nesting period.
• Location: Fully remote within the United States.

Benefits

• Remote-first work environment.
• Health, Dental, Vision, Life, and Disability Insurance options effective on day one.
• 401(k) plan with company match (immediately vested).
• 17 company holidays, 2 floating holidays, plus competitive PTO.
• Internal advancement opportunities.