Tier 1 Support Specialist

About the Opportunity: Tier 1 Support Specialist

This organization is dedicated to enhancing healthcare systems and community health through improved clinical communications, scheduling, and collaboration. As a Tier 1 Support Specialist, you will be crucial in providing technical assistance and comprehensive support to end users, including physicians, nurses, and system administrators. Your responsibilities will span user account management, educational support, schedule management, application troubleshooting, and general technical assistance.

Responsibilities

• Handle incoming client communications across various channels including phone, chat, and online portal.
• Provide essential assistance to end users with application administration tasks.
• Deliver training on the effective use of phone, mobile, and web applications.
• Troubleshoot message delivery and content issues, accurately identify root causes, and implement necessary configuration changes.
• Consult, design, configure, and deploy custom applications adhering to established best practices.
• Create and update user accounts following predefined organizational standards.
• Collaborate with end users and hospital IT personnel to troubleshoot mobile and web connectivity issues.
• Work closely with customer success, integration, and technical teams for escalated issues.
• Maintain camera use during meetings to foster engagement.

Requirements

• Availability to work one weekend day and some holidays, with a willingness to work evenings, overnights, and weekends.
• Demonstrated strong technical aptitude.
• Excellent written and verbal communication skills.
• Proficiency in analytical thinking and troubleshooting.
• Ability to effectively prioritize tasks within a fast-paced work environment.
• High degree of customer empathy and strong service skills.
• Reliable access to high-speed internet.
• Must be a US-based candidate.
• Ability to commence employment in April 2026.
• Physical requirements include the ability to sit for extended periods, acute hearing, fluency in English, and performing repetitive hand motions.

Compensation

The starting wage for this position is $19 per hour. Compensation is thoughtfully tailored to reflect your experience, skills, and the specific team or product area you join. The organization is committed to pay transparency and conducts regular reviews to ensure fairness and consistency.

Benefits & Perks

• Enjoy a remote-first work environment, offering flexibility and convenience.
• Comprehensive health, dental, vision, life, and disability insurance are available from day one.
• Benefit from a 401K plan with a company match and immediate vesting.
• Generous time off includes 17 company holidays, 2 floating holidays, plus additional paid time off.
• Ample internal advancement opportunities for career growth.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Application Support
• Client Communication
• User Account Management
• System Administration
• Healthcare IT
• Remote Work
• Analytical Skills