Mobile healthcare technology for caregivers to collaborate and care for their patients.
AirStrip makes transformational and lasting improvements in worldwide healthcare delivery by creating innovative technology for caregivers to collaborate and care for their patients. AirStrip provides a complete, vendor and data source-agnostic, enterprise-wide mobile interoperability platform that advances care collaboration and serves as a catalyst for health system
innovation. With deep clinical expertise and strong roots in mobile technology and data integration, AirStrip is empowering leading health systems globally as the industry evolves at a rapid pace. Based in San Antonio, Texas, AirStrip allows health systems to unlock the full potential of their existing technology investments with a mobile interoperability platform that provides access to critical patient data and intelligent insights across the care continuum.
AirStrip is seeking a Technical Support Specialist responsible for supporting the AirStrip customer base via a 24 hour support call center in Brentwood, TN.
The Technical Support Specialist is responsible for providing real time support services and
maintenance to the functionality and operational efficiency of assigned systems and solutions. This entails assisting with installation, training, and troubleshooting with customers in
the operation of AirStrip applications. The Technical Support Specialist is charged with ensuring the services that he/she provides contribute to the successful accomplishment of the primary mission of the company. The Technical Support Specialist applies defined skills in accordance with
AirStrip values and goals to assure the efficient, effective and consistent delivery of high quality services.
Essential Duties and Responsibilities:
Provide help desk telephone and email support to inquiring customers in conjunction with monitoring server condition/health.
Interaction with internal AirStrip teams, partner companies, new and existing customers.
New End-User Installation –will assist the Product Specialist/Client Operations teams with new installs, assisting with physician education and support, and the deployment process.
Perform site maintenance as scheduled for current installed customers.
Contribute to a living knowledge base system for technical resource information.
Develop work goals and participate in department projects as requested.
Support of installed base for customer satisfaction and receiving customer feedback and enhancement requests. Sustain a commitment to excellent customer service and ensure the full
potential of the technology is achieved.
Demonstrate strong communication and human relationship skills.
Makes recommendations for improvements in processes
Identify issues, concerns and communicate them to leadership. Develop options and recommendations to quickly resolve operational problems and minimize impact on end-user productivity and overall impact.
All other duties assigned.
A track record of impeccable attendance, teamwork, communication, and initiative are critical skills for this position.
Minimum of 1 year customer service experience or related experience
Minimum of 2 years of hospital information systems help desk experience or related experience
Strong ability in problem solving and troubleshooting with a firm commitment to quality in both team and autonomous settings.
Dedication to team environment including cross-functional roles
Basic working knowledge of application support, development tools and methodologies
Proven history of self-motivation and ability to work independently
Ability to multitask and prioritize in a proficient manner while maintaining timely, complete, and
accurate documentation of issues addressed
Familiarity and working knowledge of Windows Server environments
Working knowledge of SQL databases, servers, and computer networking.
Knowledge of mobile devices including iOS, Android and Windows 8.1+
Working knowledge of Windows 8.1 desktop environments
Must be available to work day, evening, and night shifts including overnight on call during the week and weekends.
Associate degree required from a college or university; or one to two years
related experience and/or training; or equivalent combination of education
and experience. Bachelor’s degree preferred.
Less than 10% travel required. Some overnights may be necessary.
The employee may on occasion lift and/or move 10-25 pounds. The employee is frequently required to sit for prolonged periods of time. While
performing the duties of this job, the employee will be required to hear/speak to customers via phone related to our products. This position requires the ability to see and enter data within a computer system on a regular basis. The employee may also be required to drive to a location to meet the standards of this position. Overnight on call and weekend assignments may be performed remotely.
Includes a typical office environment; with minimal exposure to excessive noise or adverse environmental issues. On occasion local travel may be required and include exposure to heat, cold and inclement weather conditions.
In return for your hard work and dedication, we offer a competitive salary and an extensive benefits package including medical, dental, vision, paid time off and a retirement plan. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
To respond to this opportunity, please send a current resume