Note: The job is a remote job and is open to candidates in USA. AirStrip is a technology company focused on improving clinical diagnostics and patient care. They are seeking a Tier 1 Technical Support Specialist to provide 24/7 customer support, handling technical issues and ensuring timely resolution while collaborating with internal teams.
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
Skills
- 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
- Flexibility 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
- Bachelors degree in a related field
- Comp TIA A+
- Comp TIA Network+
- ITIL 4 Foundations
- Microsoft Technology Associate
Benefits
- Bonus potential
- Robust medical, dental, and vision insurance
- Financial planning assistance
- Physical and mental wellness discounts
- Unlimited access to our online learning platform
- 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
Company Overview