Introduction to PerfectServe
PerfectServe is a leading provider of best-in-KLAS clinical communications, scheduling, and patient engagement solutions. As one of the fastest-growing private companies in America, with an impressive 88% growth rate over the past three years, we are committed to accelerating speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting. Our mission is to advance patient care and clinical workflows, and we are seeking a skilled and dedicated Tier 1 Support Specialist to join our team.
Job Overview
We are looking for a technical support rockstar to join our growing company, focused on making clinical communications and scheduling more effective, collaboration more intuitive, health systems better, and communities stronger. As a Tier 1 Support Specialist, you will be responsible for supporting and delighting PerfectServe's end users, including physicians, nurses, and system administrators. You will provide general user account management, end-user education, on-call schedule management, mobile and web interface assistance, application builds and revisions, and application troubleshooting.
Key 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
Essential Qualifications
To be successful in this role, you will need:
- 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 December 2, 2024
- Willingness and excitement to work evenings or overnights and/or weekends
- Ability to work one weekend day and some holidays
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in a technical support role, particularly in a healthcare or clinical communications environment
- Knowledge of clinical communications and scheduling solutions
- Experience with customer relationship management (CRM) software
- Certification in IT service management (ITIL) or a related field
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong attention to detail and organizational skills
- Ability to adapt to changing priorities and deadlines
- Strong customer service skills and ability to provide exceptional support to end users
Career Growth Opportunities and Learning Benefits
At PerfectServe, we are committed to the growth and development of our employees. As a Tier 1 Support Specialist, you will have the opportunity to:
- Develop your technical skills and knowledge of clinical communications and scheduling solutions
- Advance your career through internal promotion opportunities
- Participate in ongoing training and professional development programs
- Collaborate with other teams and departments to gain a deeper understanding of the business and industry
Work Environment and Company Culture
PerfectServe offers a remote-first work environment, with a culture that values flexibility, collaboration, and innovation. As a member of our team, you will:
- Enjoy a flexible work schedule and remote work arrangement
- Be part of a dynamic and growing company with a strong mission and values
- Have access to a comprehensive benefits package, including health, dental, vision, life, and disability insurance
- Participate in company-wide events and activities to promote team building and camaraderie
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- $19/hour plus a comprehensive benefits package
- 401K with match and immediate vesting
- 17 company holidays, 2 floating holidays, and a competitive paid time off policy
- Internal advancement opportunities and professional development programs
Conclusion
If you are a motivated and skilled technical support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Tier 1 Support Specialist at PerfectServe, you will be part of a dynamic and growing company that is committed to making a positive impact on the healthcare industry. Don't miss out on this chance to grow your career and be part of a team that is dedicated to excellence and innovation. Apply today!
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