Address
Form of workJob Purpose
To demonstrate the highest quality of service for our customer base regarding any Equipment, PC Hardware/ Software that may arise during daily operations.
After completion of training, this is a work from home position. You will be provided with a computer and telephone. You will need a strong internet connection capable of VPN and VoIP phone calling. You need a location to work from in your home that is quiet and free of distractions. Job is open to anywhere in the USA. Standard support hours are Monday - Friday, 8:30am - 7:00pm EST. After hours support is limited to emergencies only. You will work a standard 8-hour shift sometime between those hours depending on scheduling, vacations, and availability of the 5 other people on the Support team.
We offer a complete benefits package that includes medical and dental insurance, paid time off (PTO), paid holidays and a 401(k) plan.
About Us
In 1972, gerontologist Andrew Dibner, Ph.D., wondered, “What would an elderly person do if he or she were alone and needed help?” They’d call for someone, of course. But how?
Dr. Dibner envisioned a personal emergency response system and began developing the technology. Two years later, the concept became a reality, when he and his sociologist wife, Susan, established Lifeline Systems, Inc.
Dedicated to finding solutions that support the independence of older adults, the Dibners began selling Lifeline Systems. By the late 1970s, they expanded their business to hospitals and other healthcare organizations in the U.S. and Canada.
Lifeline was founded in 1974 and went public in 1983, enabling it to fund further technology and service innovation. Advancements included waterproof personal alert buttons that could be worn in the shower or bath — one of the most likely places for a fall. Response Center operations were centralized to provide world-class services for everyone using Lifeline.
In 2006, Philips acquired Lifeline, making it possible for Lifeline to continue to grow its U.S. market-leading service through Philips’ worldwide presence, technology, and innovation capabilities. The acquisition also expanded Philips’ presence in the global home healthcare market.
In 2010, AutoAlert automatic fall detection technology was introduced. If there’s no verbal response after a fall is detected, the response center will summon emergency medical services.
In July of 2021, Connect America, a nationally recognized leading innovator in connected health solutions, acquired Lifeline, with Philips maintaining an equity stake in the company. Together, Connect America and Lifeline offer an enhanced personal emergency response system portfolio. The acquisition enables the combined business to better execute on the shared mission of saving lives and ensuring subscribers enjoy the benefits of living in a connected world.
Major Responsibilities
- Support remotely sales, field technicians, dealers, and Senior Living customers – installation/replacement regarding Lifeline integrated resident safety systems, hardware, and software products.
- Maintain technical and product knowledge on all equipment sold and supported.
- Answer, evaluate, and prioritize incoming and outbound calls, voicemails, e-mails and in-person requests for assistance.
- Log calls in tech support database for every call taken via phone or email.
- Participate in providing after hours and weekend coverage on a rotating basis and respond to customer calls while on-call within 15 minutes. Transact and dispatch necessary emergency response center equipment from storage to customer site assuring minimal system downtime.
- Participate in department meetings, trainings and any other tasks or requests deemed necessary or assigned.
- May participate in projects such as, but not limited to, testing new Lifeline hardware and/or software releases. Follow-up on new software releases.
- Perform a variety of other duties to include such things as participating feedback on product improvement from customers.
- Participate in a rotating schedule for return merchandise authorization (RMA) for the day on any request’s coming in.
- May be asked to go out on a Field Service Call typically in local area.
- Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
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Qualifications
- High School diploma or equivalent.
- Preferred 1 + years of experience in telephone customer service, preferably in a technical environment.
- Experience in a Customer Service environment
- Excellent oral and written communication skills
- Ability to logically analyze and troubleshoot technical issues.
- Ability to repair or swap computer hardware components.
- Willingness to become experienced on Lifeline equipment/protocols/procedures/services.
- Strong knowledge of Windows 7, 10, 11 and Apple Mac OS
- Knowledge of Excel, Outlook, Word, Access
- A+, MCSA, or MCSE certification a plus.
- Low Voltage experience is a plus.
- Proven networking proficiency is required.
- Able to troubleshoot thoroughly and patiently.
- Ability to work in a fast paced & sometimes stressful environment while maintaining a professional and proactive demeanor.
- Experience multi-tasking and prioritizing in a fast-paced environment.
- Ability to work independently and within a team environment.
- Must be able to understand/write/read and speak English language.
- Ability to travel (10 %) by air/auto may be required (typically local within state)
