Technical Services - NH Customer Support Analyst NE

Responsibilities

• Act as first point of contact for AirStrip customers and vendor 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.
• Solves, 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.
• 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.
• Maintains position performance goals, department KPI’s & adheres to SLA’s.
• Dedicated to providing world-class service delivery.

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.
• 2 years of previous experience in customer technical support or call center experience, preferably in healthcare IT industry or a hospital environment.

Education & Experience Requirements

• Education: Associate Degree from a two-year college or technical school (Bachelors degree in a related field, preferred).
• Experience: 2 years of previous experience in customer technical support or call center experience, preferably in healthcare IT industry or a hospital environment.

Preferred

• Previous experience in healthcare IT industry or a hospital environment.
• Comp TIA A+, Comp TIA Network+, ITIL 4 Foundations, Microsoft Technology Associate certifications.

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.

Additional Notable US-employee Benefits

• 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!