What are the responsibilities and job description for the Equipment Assistance Specialist- REMOTE position at Connect America?
Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for 50 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. .
At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.
Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.
Our employees are driven by our mission to protect and save the lives of senior citizens through trustworthy products and reliable services that are affordable and easy to use. We are inspired to save lives!
Schedule: Monday, Tuesday, Wednesday, Friday & Saturday, 10 am- 7:00 pm (Central Time Zone) (days off are Thursday Sunday)
Pay Information: 16.00 - 18.50 USD Hourly
In this role, you have the opportunity to
Act as a key liaison between our subscribers and Lifeline to perform troubleshooting and equipment replacement duties critical to the safety of our subscribers. Operating in a customer service friendly environment that blends a technical understanding of our products with a problem-solving mentality. This role is ideal for someone who has experience working in a customer service environment and is comfortable learning about new products and assisting our key customers.
You are responsible for (but not limited to)
- Inbound and outbound technical support calls made or received from subscribers, family members and responders. Transitioning in and out of calls while being resourceful.
- Resolving troubleshooting issues while minimizing the replacement of equipment (Team goal is .05% per 100 service tickets).
- The ability to identify equipment malfunction trends, and escalate when necessary.
- Adhere to equipment troubleshooting and replacement procedures for different business models.
- The ability to diffuse difficult situations in a calm and professional way.
- Maintaining motivation, organization and being detailed oriented to ensure closure of maintenance issues in a timely manner.
- The ability to navigate multiple applications simultaneously.
- Other duties and responsibilities as assigned
To succeed in this role, you should have the following skills and experience
- 1 year of call center experience, a strong technical support acumen is a plus
- High School Diploma or GED Required.
- Experience managing multiple priorities.
- Excellent customer service etiquette on the phone and email
- Ability to navigate through a variety of computer applications simultaneously.
- Proficiency in oral and written communication skills. Second Language Desired.
- Coachable, with a positive response to improvement.
Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.
Schedule: Monday, Tuesday, Wednesday, Friday, & Saturday, 10 am-7 pm CST
(days off are Tuesday Sunday)
40hrs/week
