Technical Support Specialist - Tier 1 - US Remote

Location: Remote

Department: Support Center

Position Overview

When a nurse cant reach the right physician at 2am, or a critical alert isnt routing where it should, our Support Specialists are the ones who fix it. Join PerfectServes 24/7/365 support team and help keep clinical communication running for the hospitals, physicians, and care teams who depend on it.

The Role

As a Support Specialist, youll support and troubleshoot for PerfectServes end users, physicians, nurses, and system administrators. Day to day, that means user account management, end-user education, on-call schedule management, mobile and web application support, and hands-on troubleshooting.

Compensation and Schedule

• $19/hour to start + shift differential for nights/weekends, plus a comprehensive benefits package effective on day one
• Most schedules include one weekend day and some holiday coverage
• Were currently hiring for both day and night shifts
• Fully remote within the United States
• Able to start by November 16, 2026

Training

New hires onboard and train together on a Monday through Friday, daytime (EST) schedule, with mentorship before moving to your permanent shift. We expect 100% attendance during your first 60 days, this nesting period is what sets you up to succeed once youre on your own.

What You’re Bringing

• A dedicated, distraction-free home workspace with hardwired or verified reliable high-speed internet, this is a remote, mission-critical support role, so a stable setup matters from day one
• A track record of troubleshooting through complex issues methodically, be ready to walk us through a real example: what broke, how you worked the problem, and how you resolved it
• Experience supporting customers across multiple channels, phone, chat, and ticketing systems, and comfort managing escalations across all three
• A pattern of growth in past roles: taking on more responsibility, training others, or earning a promotion, rather than a string of short, similar stints
• Real interest in what PerfectServe does and why healthcare communication matters to you, wed rather hear that than the schedule works for me
• Excellent written and verbal communication skills
• High customer empathy and a genuine drive to help people
• Comfort working in a fast-paced environment with competing priorities
• Willingness to work evenings, overnights, and/or weekends

What You’ll Be Doing

• Field incoming client communications via phone, chat, and our online customer portal
• Help end-users administer their PerfectServe applications and train them on our phone, mobile, and web tools
• Troubleshoot message delivery and content issues, from root-cause diagnosis through configuration fixes
• Build and revise user accounts based on established standards
• Partner with hospital IT teams to resolve mobile and web connectivity issues
• Consult on and configure custom application builds to fit end-user workflows
• Collaborate with customer success, integration, and technical teams on escalated issues

Our Team, Our Culture

Were a distributed team, and we keep cameras on for internal and external meetings, its a small thing that keeps us connected and engaged even when were not in the same room.

About PerfectServe

PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.

Environment, Physical & Other Requirements

This position requires interaction with people and technology while either standing or sitting. In order to best service our customers on the phone, face-to-face, or on the computer, all employees must be able to communicate with or without reasonable accommodation. Depending on the assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of 10 - 50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information.

PerfectServe is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. PerfectServe, Inc. is an Equal Opportunity Employer -----M/F/D/V.

Why Join PerfectServe?

At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.
We offer a compensation range at $19.00 USD / hour, with compensation tailored to your background, strengths, and potential to grow within the team. The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support.We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations.