Technical Services - NH Customer Support Analyst NE

AirStrip is a technology company focused on improving clinical surveillance and alarm communication management. They are seeking a Tier 1 Technical Support Specialist to provide first point of contact support for their customers and vendor partners, managing technical issues and ensuring timely resolution in a 24/7 environment.

Responsibilities:

• Act as first point of contact for AirStrip customers and vendors partners, providing 24/7/365 support to 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

Requirements:

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