Technical Support Specialist I | AirStrip | Overnight Shift, Remote

at  Nanthealth

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 Technologies is adding a Technical Support Specialist I to the team! The TSS I is the first point of contact for AirStrip customers and vendors partners, and is part of a team providing 24/7/365 support for all product users.
This position offers the flexibility to be remote, but requires that the selected employee be able to commit to a 8:00P - 4:30A central daily schedule. The initial training period will require ability to commit to a 8:00A - 4:30P central daily schedule.

Responsibilities include, but are not limited to:

• Responding timely to all inbound & with 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.

Education & Experience Requirements:

• High School Diploma or GED
• Associate or Bachelor’s degree (preferred) or equivalent combination of education and work experience
• 1-2 years customer technical support or call center experience, preferably in healthcare IT industry or a hospital environment
• Certification(s): Comp TIA A+, Comp TIA Network+, ITIL 4 Foundations or Microsoft Technology Associate (preferred)

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 salary range for applicable 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.

• $16.20 - $22.10 per hour.

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
• Employee Assistance Program
• Discounts on popular cell phone plan providers
• Life & Disability Insurance
• And more!

AirStrip, an affiliated company of NantHealth, is a mandatory vaccination employer in the US and Canada for COVID-19 and its variants. At AirStrip the health and safety of our employees and their families is our top priority. The Company requires that its employees in the US and Canada be fully vaccinated, and proof of vaccination will be required prior to start. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date. If you require a medical or religious accommodation, we will engage in the interactive process with you.
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

• Responding timely to all inbound & with 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