Technical Support Specialist - Tier 1 - US Remote

What is PerfectServe? PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a notable jump after several major acquisitions were announced in 2019. PerfectServe now has 400+ employees, 30,000+ customers — spanning medical practices, hospitals, and health systems — and $100 million+ in annual revenue. PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and routing communications — including messages, pages, calls, and alerts — to the right place at the right time in any care setting. By facilitating real-time information sharing, building better schedules, and automating important clinical workflows, we believe we can help our customers advance patient care and improve the well-being of their clinicians. Leading analyst firms like Gartner® and KLAS Research have consistently validated our approach: In 2026, PerfectServe was named highest in execution and furthest in vision in the Gartner Magic Quadrant™ for Clinical Communication and Collaboration — the clear segment leader. PerfectServe also received two Best in KLAS awards in 2026 — one for physician scheduling and another for ambulatory clinical communications. That makes for 11 Best in KLAS awards over the past 9 years. At PerfectServe, you’ll have a unique opportunity to join a collaborative team with decades of experience that finds new ways to delight our customers every day. This involves consistent efforts to stay on the cutting edge of product development, which includes everything from implementing AI in new and existing solutions to brainstorming with customers about novel workflows. But you don’t have to be in product to make in impact — everybody at PerfectServe contributes to important work that moves the business forward. If you’re looking for a well-established, tech-forward company full of smart people doing meaningful work, you’ve found the right place! Position Overview When a nurse can’t reach the right physician at 2am, or a critical alert isn’t routing where it should, our Support Specialists are the ones who fix it. Join PerfectServe’s 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 , you’ll support and troubleshoot for PerfectServe’s 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 We’re 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 you’re 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, we’d 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 We’re a distributed team, and we keep cameras on for internal and external meetings, it’s a small thing that keeps us connected and engaged even when we’re 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