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Role Description

The Technical Support Representative plays a critical role in ensuring the reliability and performance of Lifeline Senior Living’s integrated resident safety systems. This position provides remote technical support for hardware, software, and network-related issues to dealers, field technicians, and senior living communities throughout the United States and Canada.

• Support life-safety environments — responsiveness, accuracy, documentation, and follow-through are essential.
• This is a fully remote (work-from-home) position open to candidates located anywhere in the United States.

Life-Safety Commitment

• Understand that system reliability directly impacts resident wellbeing.
• Requires a strong sense of urgency without panic.
• Meticulous attention to detail.
• Accurate documentation and follow-through.
• Calm, confident communication during high-pressure situations.
• Professionalism, clarity, and precision are critical during every interaction.

Work Schedule & Environment

• Standard support hours: Monday–Friday, 8:30am–7:00pm EST.
• Assigned 8-hour shift within these hours.
• Rotating after-hours/weekend on-call support (emergency-only coverage).
• On-call response time requirement: within 15 minutes.
• Company provides computer and telephone equipment.
• Employee must provide reliable high-speed internet capable of supporting VPN and VoIP.
• Dedicated, quiet workspace free of distractions.

Key Responsibilities

• Provide 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 all cases in the CRM system (Salesforce) for every phone call, email, or support interaction.
• Evaluate, prioritize, and manage inbound support requests to meet service expectations.
• Maintain ownership of assigned cases through resolution.
• Maintain up-to-date knowledge of all Lifeline Senior Living products, software releases, and supported integrations.
• Treat all system issues as potentially life-safety impacting until properly assessed.
• Respond to urgent situations with calm, controlled troubleshooting and clear communication.
• Maintain precise case documentation to ensure continuity of care and technical accuracy.
• Verify resolution thoroughly before closing cases.
• Escalate appropriately when risk to resident safety is identified.
• Maintain composure and professionalism during outages or emergency calls.
• Participate in rotating after-hours emergency coverage.
• Respond to emergency calls within 15 minutes while on-call.
• Coordinate emergency equipment dispatch to minimize system downtime.
• Assist with internal projects and cross-functional initiatives as assigned.
• May perform occasional local field service visits as needed.
• Maintain professional, respectful communication with customers and internal teams.
• Contribute to a culture of accountability, teamwork, and continuous improvement.
• Support department goals related to documentation quality, response time, and customer satisfaction.

Qualifications

• High School Diploma or equivalent required.
• 1+ years of experience in technical support or customer service (technical environment preferred).
• Experience supporting customers via phone and email.

Technical Skills

• Strong troubleshooting and analytical skills.
• Networking proficiency (TCP/IP, routers, switches, VPN concepts).
• Working knowledge of Windows and Apple MacOS environments.
• Experience with Microsoft Office (Outlook, Excel, Word).
• Low voltage or life safety systems experience (preferred).
• CRM experience (Salesforce preferred).

Professional Competencies

• Excellent written and verbal communication skills.
• Strong documentation discipline.
• Ability to logically isolate and resolve technical issues.
• Ability to multitask and prioritize in a fast-paced environment.
• Calm and professional under pressure.
• Ability to work independently while remaining collaborative within a team.
• Strong commitment to follow-through and case ownership.
• High attention to detail in troubleshooting and documentation.
• Strong sense of urgency while remaining calm under pressure.
• Ability to assess risk and prioritize accordingly.
• Clear 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 air travel may be required.