Tier 1 Support Specialist - US Remote

About the role

We are seeking Support Specialists to join our 24/7/365 support team. Specialists will support end users including physicians, nurses, and system administrators.

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

Requirements

• The ability to work some holidays is required.
• Must be able to communicate with or without reasonable accommodation.
• Must be able to sit for extended periods of time.
• Must have acute hearing ability.
• Must be able to speak English.
• Must have the ability to perform repetitive hand motions.

Qualifications

• 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

Skills

• Technical support experience
• Customer service skills
• Problem-solving abilities
• Communication skills
• Technical aptitude

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

Pay

$19/hour plus a comprehensive benefits package becomes effective from your first day of employment.

Schedule

Support Specialists will work one weekend day and may work some holidays. The ability to work evenings or overnights is also required.