Resident Technology Support Analyst

Parasol Alliance•Kansas City, MO

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 Kansas City, Missouri area. The position combines one-on-one in-home visits with community-based group classes, helping people over age 55 use technology. The role includes responding to support requests, troubleshooting a range of consumer devices, teaching residents, managing service tickets, and providing courteous support in person, by phone, and by email. This is a full-time position with hours Monday through Friday, 8 a.m. to 5 p.m.

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, with a drive to take on challenges and succeed.

Nice To Haves

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

Responsibilities

Receive and intake resident technology support requests.
Schedule onsite appointments for technical support.
Provide onsite support for resident hardware and software.
Create and lead group classes on consumer technology.
Provide phone and email support for incoming tickets.
Resolve tickets in accordance with the client service level agreement, or escalate them as appropriate.
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 based on upcoming topics.
Meet ticket response and service targets, including contacting or working assigned tickets within the specified timeframes.