Resident Technology Support Analyst

Parasol Alliance•Annapolis, MD

6d•$19 - $19

About The Position

The Resident Technology Support Analyst provides technology support to residents in the client’s senior living communities in the Annapolis, Maryland area. The role includes personalized in-home support visits and technology classes for groups. The position is full time, Monday through Friday, from 9:00 a.m. to 3:30 p.m. The analyst handles support requests and appointments, troubleshoots resident hardware and software, provides initial phone and email support, and documents and resolves tickets according to the client service level agreement. The role also involves developing and leading classes on consumer technology, building relationships with residents, families, and community staff, and providing consistently strong customer service. The position is largely self-motivated and self-structured. The company describes itself as a virtual, values-driven IT company focused on connecting technology support to clients’ business success. It offers work-from-home arrangements, responsible time off, and bonus opportunities.

Requirements

Be upbeat, outgoing, and cheerful.
Build and maintain relationships with residents, their families, and community staff.
Have excellent communication and customer-service skills, including the ability to teach seniors technology individually and in groups.
Have basic technical troubleshooting and problem-solving skills across computers, laptops, phones, tablets, and smartphones.
Be self-motivated and able to structure work independently.
Complete additional screening requirements, which may include a background check, substance screening, TB test, and vaccinations or masking in lieu of vaccinations.

Nice To Haves

Experience working or volunteering in a senior living setting.
Management experience.

Responsibilities

Receive and intake resident support requests.
Schedule onsite technical support appointments.
Provide onsite support for residents’ hardware and software.
Create and lead group classes on consumer technology.
Provide initial support for incoming tickets by phone and email.
Resolve tickets in accordance with the client service level agreement.
Document issue steps and resolutions in service tickets.
Provide excellent customer service by phone, email, and in person.
Prepare ongoing class content and schedule classes, with topics planned for upcoming months.
Complete or escalate tickets using appropriate processes, documentation, explanations, and checklists.