[Remote] Technical Services - NH Customer Support Analyst NE

Note: The job is a remote job and is open to candidates in USA. NantHealth is a company that focuses on delivering technology solutions for healthcare. They are seeking a Tier 1 Technical Support Specialist to provide excellent customer support, handle technical issues, and collaborate with internal teams to resolve client problems.ResponsibilitiesAct as first point of contact for AirStrip customers and vendors partners, providing 24/7/365 support to through:Inbound & outbound calls and email communicationsAdministering First-Contact-ResolutionIssue identification and applicable completion of Technical Support Center technical troubleshootingPrompt ticket creation, ticket management, and appropriate escalation, when neededDocumenting all tickets accurately and conciselyCompleting open tickets by working cross functionally with Installation Engineering & other internal teamsSuccessfully completes customer technical support duties in alignment with department and company quality standards for AirStrip’s affiliates and growing customer baseResolves, responds, and documents reported issues by:Managing customer issues through ticket creation & managementVerifying server alert notificationsProfessionally replying to email communicationsScheduling appropriate follow up times with customersCreating & resolve 15-20+ tickets per dayRecords accurate issue types, detailed issue description, and steps completedPerforms accurate and timely troubleshooting procedures within Tier 1 scopeProactively contacts customers providing ticket updates or next stepsParticipates in team meetings, ongoing trainings, manager 1:1’s and applies feedback for improved job performance and developmentEffectively utilizes internal resources, making recommendations for process improvementsMeets position performance goals, department KPI’s & adheres to SLA’sDedicated to providing world class service deliveryMust 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 rotationSkillsAssociate Degree from a two-year college or technical school (Bachelors degree in a related field, preferred), or equivalent combination of education and work experience1-2 years of previous experience in customer technical support or call center experience, preferably in healthcare IT industry or a hospital environmentExcellent verbal and written communication skillsMust be able to manage high inbound emails & tickets dailyProven history of self-motivation and ability to work independentlyTeam Player, works well collaboratively and learns quicklyDetail oriented, ability to exhaust all resources when troubleshooting issuesWorking 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 desktopCustomer focused approachCritical Thinking & Problem-Solving skillsOwnership & follow thru on multiple issue typesEffective time management skillsMust 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 rotationBachelors degree in a related fieldPreferred Certifications: Comp TIA A+, Comp TIA Network+, ITIL 4 Foundations, Microsoft Technology AssociateBenefitsBonus potentialRobust medical, dental, and vision insuranceFinancial planning assistancePhysical and mental wellness discountsUnlimited access to our online learning platformPaid Time Off (hourly) / Flex Time Off (salaried) programs for Full Time employeesGrowth and Development opportunities401(k), including a 3% company matchPaid HolidaysPaid Parental Leave, including a flexible return-to-work programEmployee Assistance ProgramDiscounts on popular cell phone plan providersLife & Disability InsuranceCompany OverviewNantHealth is a healthcare company providing an evidence-based platform for healthcare diagnostics. It is a sub-organization of NantWorks. It was founded in 2007, and is headquartered in Culver City, California, USA, with a workforce of 201-500 employees. Its website is http://nanthealth.com.