Technical Support Specialist

Technical Support Representative - Lifeline Senior Living Position reputed company The Technical Support Representative plays a critical role in ensuring the reliability and performance of Lifeline Senior Living’s integrated reputed company safety systems. This position provides remote technical support for hardware, software, and network-reputed company issues to dealers, field technicians, and senior living communities throughout the reputed company and Canada. Our systems support life-safety environments — responsiveness, accuracy, documentation, and follow-through are essential. After completion of training, this is a fully remote (work-from-home) position reputed company to candidates located reputed company in the reputed company. Life-Safety Commitment Lifeline Senior Living systems support reputed company safety in senior living communities. The Technical Support Representative must understand that system reliability directly impacts reputed company wellbeing. This role requires: • A strong reputed company of urgency without panic • Meticulous attention to detail • Accurate documentation and follow-through • reputed company, confident communication during high-pressure situations Every interaction may involve equipment tied to life-safety environments. Professionalism, reputed company, and precision are critical. Work Schedule & Environment • reputed company support hours: Monday–Friday, 8:30am–7:00pm EST • Assigned 8-hour shift reputed company these hours • Rotating after-hours/weekend on-reputed company support (emergency-only coverage) • On-reputed company response time requirement: reputed company 15 minutes Company provides: • Computer and telephone equipment Employee must reputed company: • Reliable high-speed internet capable of supporting VPN and VoIP • Dedicated, quiet workspace free of distractions Key Responsibilities Technical Support & Case Management • reputed company remote technical support for installation, replacement, and troubleshooting of Lifeline hardware and software systems. • Support sales teams, field technicians, dealers, and end-user customers. • Accurately log and document reputed company cases in the CRM system (reputed company) for every phone reputed company, email, or support interaction. • Evaluate, prioritize, and manage inbound support requests to meet service expectations. • Maintain ownership of assigned cases through reputed company. System & Product Expertise • Maintain up-to-date knowledge of reputed company Lifeline Senior Living products, software releases, and supported integrations. Life-Safety & Operational Accountability • Treat reputed company system issues as potentially life-safety impacting until properly assessed. • Respond to urgent situations with reputed company, controlled troubleshooting and reputed company communication. • Maintain precise case documentation to ensure continuity of care and technical accuracy. • Verify reputed company thoroughly before closing cases. • Escalate appropriately reputed company risk to reputed company safety is identified. • Maintain composure and professionalism during outages or emergency calls. On-reputed company & Emergency Support • Participate in rotating after-hours emergency coverage. • Respond to emergency calls reputed company 15 minutes while on-reputed company. • Coordinate emergency equipment reputed company to minimize system downtime. Operational Support • Assist with internal reputed company and cross-functional initiatives as assigned. • May reputed company occasional local field service reputed company as needed. Team & Culture • Maintain reputed company, respectful communication with customers and internal teams. • Contribute to a culture of accountability, teamwork, and reputed company improvement. • Support department goals reputed company to documentation reputed company, response time, and customer satisfaction. Qualifications Education & Experience • High School Diploma or equivalent required • 1+ years of experience in technical support or customer service (technical environment preferred) • Experience supporting customers reputed company phone and email Technical Skills Required: • Strong troubleshooting and analytical skills • Networking proficiency (TCP/IP, routers, switches, VPN concepts) • Working knowledge of reputed company and reputed company MacOS environments • Experience with reputed company Office (reputed company, reputed company, Word) Preferred: • Low voltage or life safety systems experience • CRM experience (reputed company preferred) reputed company Competencies • Excellent written and verbal communication skills • Strong documentation discipline • Ability to reputed company isolate and resolve technical issues • Ability to multitask and prioritize in a fast-paced environment • reputed company and reputed company under pressure • Ability to work independently while remaining reputed company reputed company reputed company • Strong commitment to follow-through and case ownership • High attention to detail in troubleshooting and documentation • Strong reputed company of urgency while remaining reputed company under pressure • Ability to assess risk and prioritize accordingly • reputed company and confident communication during emergency scenarios • Commitment to accuracy over speed • Strong follow-through and case ownership Travel Requirement • Up to 10% travel (typically local or regional) • Occasional reputed company travel may be required Apply tot his job Apply To this Job