Technical Support Specialist - Tier 1 - US Remote

Role overview We are hiring a Tier 1 Technical Support Specialist to join a 24/7/365 support team that keeps clinical communication running for hospitals, physicians, and care teams. When a nurse cannot reach the right physician at 2am or a critical alert misroutes, you will be the one who fixes it. The role focuses on end-user support, account management, on-call schedule management, and hands-on troubleshooting across mobile and web applications.

Responsibilities - Provide first-line technical support for end users including physicians, nurses, and system administrators via phone, chat, and ticketing systems. - Manage user accounts, end-user education, and on-call schedule administration. - Troubleshoot mobile and web application issues, escalating complex problems when appropriate. - Document issues, track resolutions, and contribute to knowledge sharing across the support team. - Cover assigned shifts including one weekend day and some holidays, across both day and night rotations.

Requirements - Dedicated, distraction-free home workspace with hardwired or verified reliable high-speed internet. - Demonstrated track record of methodically troubleshooting complex issues; be prepared to walk through a real example of what broke, how you diagnosed it, and how you resolved it. - Experience supporting customers across multiple channels (phone, chat, ticketing) with comfort managing escalations across all three. - A pattern of growth in past roles: increased responsibility, training others, or earned promotions rather than a string of similar short stints. - Excellent written and verbal communication skills, high customer empathy, and a genuine drive to help people. - Comfort working in a fast-paced environment. - Ability to start by November 16, 2026 and maintain 100% attendance during the first 60 days of training on a Monday through Friday daytime (EST) schedule.

Benefits and work setup - $19/hour to start plus shift differential for nights and weekends. - Comprehensive benefits package effective day one: health, dental, vision, life, and disability insurance. - 401(k) with match, immediately vested. - 17 company holidays, 2 floating holidays, and a competitive paid time off policy. - Fully remote within the United States with internal advancement opportunities.