Senior Customer Support Analyst
AirStripSupport NantIQ health plan partners by resolving technical issues, monitoring service metrics, and improving support processes.
Open
AirStrip develops healthcare software that brings clinical monitoring data together for care teams. Its vendor-neutral platform aggregates real-time waveforms, ECGs, alarms, and related information from monitors, electronic medical records, and medical devices, then makes that data available through mobile and web applications. The company’s SaaS offerings support patient monitoring, maternal-fetal care, cardiology, alarm management, analytics, telemetry optimization, and clinical decision support, with capabilities such as alarm triage, diagnostic-quality ECG capture, and secure transmission to electronic health records. AirStrip was founded in 2006 and operates at the intersection of healthcare technology and SaaS.
Senior Customer Support Analyst – Texas Remote
Support health plan trading partners by resolving technical issues and managing escalations. Analyze support trends, share findings, and improve knowledge base content and processes.
Description
- Act as the support liaison for health plan trading partners.
- Track plan metrics, spot recurring issues, and manage case escalations and follow-up.
- Respond promptly to customer and technical support requests and provide status updates.
- Explain solutions clearly in writing and conversation.
- Use multiple tools at once to investigate problems and identify solutions.
- Work with colleagues to develop solutions to complex problems.
- Analyze data, identify patterns, and report findings when needed.
- Record support requests, follow-up actions, and resolution details, particularly for escalated cases.
- Offer peers and counterparts timely, constructive feedback.
- Write and update knowledge base articles on technical support, common issues, troubleshooting, and operational processes.
- Work with colleagues to improve support processes.
Requirements
- At least five years of relevant experience.
- Bachelor’s degree required; equivalent experience may be considered instead.
- Advanced knowledge of the role’s subject area.
- Proficiency with Microsoft Office applications, including Word and Excel.
- Familiarity with CRM platforms; Salesforce.com experience is strongly preferred.
- Ability to deliver excellent customer service and high-quality work.
- Ability to resolve challenging problems effectively.
- Ability to suggest improvements to processes.
- Ability to work independently with limited supervision.
- Ability to communicate clearly and professionally with internal partners, external customers, vendors, and others.
Benefits
- Bonus potential.
- Remote work from within the United States.
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