Technical Services - NH Customer Support Analyst NE

Tier 1 Technical Support Specialist (TSS I)

Are you ready to link your passion with a purpose? At AirStrip, we build technology that enables clinicians to diagnose earlier than ever before, accelerate life-saving interventions, reduce the cost of care, and save lives. We provide mobile-first clinical surveillance and alarm communication management technology that unlocks siloed data from patient monitors and transforms it into contextually rich information easily accessible on mobile devices and the Web. We're seeking innovative thinkers who love doing meaningful work. If you're looking to bring your skills and expertise to a growing technology company, it's time for you to join us!

AirStrip is hiring a Tier 1 Technical Support Specialist (TSS I) to join our 24/7/365 client support team. In this role, you're the first point of contact for our customers and vendor partners, delivering support via phone and email. You handle technical issue identification and troubleshooting, timely ticket management, and ensure collaboration with internal teams to ensure resolution of client issues. You're dedicated to providing world-class service, meeting performance goals, and have the flexibility to work various shifts, including weekends, holidays, and on-call rotations.

This position offers the opportunity to work remotely in the US and is scheduled for the evening shift: 3:00pm - 11:30pm central time.

Responsibilities include, but are not limited to:

• Act as first point of contact for AirStrip customers and vendors partners, providing 24/7/365 support through:
• Inbound & outbound calls and email communications
• Administering First-Contact-Resolution
• Issue identification and applicable completion of Technical Support Center technical troubleshooting
• Prompt ticket creation, ticket management, and appropriate escalation, when needed
• Documenting all tickets accurately and concisely
• Completing open tickets by working cross functionally with Installation Engineering & other internal teams
• Successfully completes customer technical support duties in alignment with department and company quality standards for AirStrip's affiliates and growing customer base.
• Resolves, responds, and documents reported issues by:
• Managing customer issues through ticket creation & management
• Verifying server alert notifications
• Professionally replying to email communications
• Scheduling appropriate follow up times with customers
• Creating & resolve 15-20+ tickets per day
• Records accurate issue types, detailed issue description, and steps completed
• Performs accurate and timely troubleshooting procedures within Tier 1 scope
• Proactively contacts customers providing ticket updates or next steps
• Participates in team meetings, ongoing trainings, manager 1:1's and applies feedback for improved job performance and development
• Effectively utilizes internal resources, making recommendations for process improvements
• Meets position performance goals, department KPI's & adheres to SLA's
• Dedicated to providing world class service delivery
• Must have flexibility and be able to work various shifts outside of assigned shift such as:
• Morning, midday, evening, overnight, weekends, holidays, and be willing to participate in an on-call coverage rotation

Education & Experience Requirements:

• Associate Degree from a two-year college or technical school (Bachelors degree in a related field, preferred), or equivalent combination of education and work experience
• Preferred Certifications: Comp TIA A+, Comp TIA Network+, ITIL 4 Foundations, Microsoft Technology Associate
• 1-2 years of previous experience in customer technical support or call center experience, preferably in healthcare IT industry or a hospital environment.

Required Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills
• Must be able to manage high inbound emails & tickets daily
• Proven history of self-motivation and ability to work independently
• Team Player, works well collaboratively and learns quickly
• Detail oriented, ability to exhaust all resources when troubleshooting issues
• Working knowledge in AirStrip programs and software including:
• Windows Server environments, databases, computer networking, mobile device applications – iOS & Android
• Salesforce, Microsoft Office, Teams, Ring Central, Visio and remote desktop
• Customer focused approach
• Critical Thinking & Problem-Solving skills
• Ownership & follow thru on multiple issue types
• Effective time management skills.

The hourly range for applicable remote US-based applicants to this position is below. The specific rate will depend on the successful candidate's qualifications, prior experience as well as geographic location. As this is a non-exempt position, employees are eligible for overtime pay in accordance with federal, state and local law.

• $18.00 - 20.00 per hour, plus bonus potential

We value each of our employee's total wellness. From robust medical, dental, and vision insurance, to financial planning assistance, to physical and mental wellness discounts, and unlimited access to our online learning platform, we understand that our company succeeds when our employees succeed as individuals.

Additional notable US-employee benefits include:

• Paid Time Off (hourly) / Flex Time Off (salaried) programs for Full Time employees
• Growth and Development opportunities
• 401(k), including a 3% company match
• Paid Holidays
• Paid Parental Leave, including a flexible return-to-work program
• Employee Assistance Program
• Discounts on popular cell phone plan providers
• Life & Disability Insurance
• And more!

AirStrip provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.