Senior Customer Support Analyst – Texas Remote
AirStripSupport health plan trading partners by resolving technical issues and managing escalations. Analyze support trends, share findings, and improve knowledge base content and processes.
Open
AirStrip develops healthcare software for clinical surveillance and remote patient monitoring in hospitals. Its vendor-agnostic platform brings together near-real-time waveforms, diagnostic-quality ECGs, maternal and fetal monitoring, alarm management, decision support, and telemetry optimization through web and mobile applications. Care teams use its tools across cardiology, obstetrics, intensive care, emergency, and telemetry workflows, with integrations for electronic medical records and bedside devices. The company focuses on security for clinical use, including HIPAA compliance and ISO 27001 standards. AirStrip was named one of TIME’s Top HealthTech Companies in 2025.
Senior Customer Support Analyst
Support NantIQ health plan partners by resolving technical issues, monitoring service metrics, and improving support processes.
Description
- Act as the main support contact for health plan trading partners.
- Monitor plan metrics, identify issue trends, and manage case escalations and follow-up.
- Respond promptly to customer and technical support requests with clear status updates.
- Explain solutions clearly in writing and in conversation.
- Use multiple tools at once to investigate issues and identify solutions.
- Work with colleagues to develop solutions to complex problems.
- Analyze data, spot trends, and share findings.
- Record support requests, follow-up actions, and resolutions, particularly for escalated cases.
- Offer colleagues timely, constructive feedback.
- Develop and maintain knowledge base articles on technical support, recurring issues, troubleshooting, and operations.
- Work with colleagues to improve support processes.
Requirements
- At least five years of related experience.
- Bachelor’s degree required; equivalent experience may be accepted in place of a degree.
- Advanced knowledge of the relevant job area.
- Proficiency with Microsoft Office, including Word and Excel.
- Familiarity with CRM systems; Salesforce.com experience is strongly preferred.
- Ability to resolve complex problems effectively.
- Ability to recommend improvements to processes.
- Ability to work independently with limited supervision.
- Professional, effective communication with internal partners, customers, vendors, and others.
- Commitment to excellent customer service and high-quality work.
Benefits
- Bonus potential.
- Remote work from within the United States.
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