• Responsible for leading and scaling frontline support team across chat, phone, and email channels • Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment • Directly manage a team of Support Specialists and serve as the operational leader of live support environment • Ensure customers receive fast, high-quality, and consistent support • Owners of Intercom configuration and optimization, improve support efficiency through automation • Monitor and improve metrics such as first response time, CSAT, and phone handle time • Deliver structured call coaching, QA calibration, and real-time feedback • Handle escalations and provide leadership during high-pressure customer situations

• Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution. • Accurately enter and process customer orders; provide proactive updates and follow‑ups for order status and repair approvals. • Issue return authorizations (RAs) for repairs and credits in alignment with company policies. • Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, web‑based tools, drivers, permissions, wireless connectivity, server issues, and unit‑specific error codes. • Identify opportunities to promote additional value‑add products, services, or training that solve customer problems.

• Provide support for customers to ensure a positive experience • Build rapport while promoting effective relationships • Handle customer inquiries and retain customers • Re-build customer relationships by reselling benefits of products and services

• Support and delight PerfectServe’s end users - physicians, nurses and system administrators. • Support general user account management, end-user education, on-call schedule management, mobile and web interface assistance, application builds and revisions, and application troubleshooting. • Field incoming client communications via phone, chat, and 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 on escalated technical issues. • We expect all team members to have their cameras on during internal and external meetings.