Technical Support Specialist

Connect America

3d•Remote

About The Position

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. 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 open to candidates located anywhere in the United States. Life-Safety Commitment Lifeline Senior Living systems support resident safety in senior living communities. The Technical Support Representative must understand that system reliability directly impacts resident wellbeing. This role requires: A strong sense of urgency without panic Meticulous attention to detail Accurate documentation and follow-through Calm, confident communication during high-pressure situations Every interaction may involve equipment tied to life-safety environments. Professionalism, clarity, and precision are critical.

Requirements

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
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)
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
Reliable high-speed internet capable of supporting VPN and VoIP
Dedicated, quiet workspace free of distractions

Nice To Haves

Low voltage or life safety systems experience
CRM experience (Salesforce preferred)

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.