Resident Technology Support Analyst (Entry level)

About the role

We are seeking a creative and upbeat individual to engage and empower seniors through technology in senior living communities in the Annapolis, MD area. This full-time position focuses on providing personalized technology support for residents, including one-on-one in-home visits and community-based group classes.

Responsibilities

• Intake of resident support requests
• Schedule onsite appointments for technical support
• Provide onsite support for resident hardware and software
• Create and lead group classes on consumer technology topics
• Deliver phone and email support for initial incoming tickets
• Resolve tickets as per the client service level agreement
• Document detailed steps and resolutions within service tickets
• Maintain excellent customer service on the phone, via email, and in person

Requirements

• Upbeat, outgoing, and cheerful disposition
• Experience working or volunteering in a senior living setting (a plus)
• Ability to build and maintain relationships with residents, families, and staff
• Strong customer service and communication skills
• Ability to teach seniors how to use technology devices in group or individual settings
• Basic technical troubleshooting and problem-solving for computers, laptops, phones, tablets, and smartphones
• Self-motivated and self-structured with a drive to succeed
• Management experience (a plus)
• Must pass background check, substance screening, TB test, and comply with vaccination or masking requirements

Position Metrics

• 30 days:
  • Prepare content for first class to be scheduled and presented within 60 days of hire
  • Demonstrate understanding of ticket process
  • Receive positive client and staff feedback regarding attitude (onsite, phone, written)
  • Contact or work 90% of assigned tickets within the first 24 hours
• 60 days:
  • Prepare ongoing content and schedule monthly classes with topics determined for the next month
  • Successfully complete or escalate tickets following proper processes (documentation, checklists, etc.)
  • Receive positive client and staff feedback regarding attitude (onsite, phone, written)
  • Contact or work 95% of assigned tickets within the first 24 hours
• 90 days:
  • Prepare ongoing content and schedule bi-monthly classes with topics determined for the next 3 months
  • Successfully complete or escalate tickets following proper processes (documentation, checklists, etc.)
  • Receive positive client and staff feedback regarding attitude (onsite, phone, written)
  • Contact or work 100% of assigned tickets within the first 24 hours

Benefits

• Medical, dental, and vision coverage
• 401k retirement plan
• Responsible paid time off
• Certification reimbursement

Pay

Full-time position with working hours Monday to Friday, 9:00 AM to 3:30 PM.

Company Culture

We are an IT company that believes technology support should directly contribute to business success. Our focus is on intertwining the knowledge economy with technology to transform and interconnect expertise, ensuring productivity and cost-effectiveness. Our core values are:

• Expertise
• Collaboration
• Empathy
• Integrity

We are a virtual company offering work-from-home opportunities, responsible time off, and bonus opportunities. Team members are encouraged to take ownership, provide input, and help grow the company.