What are the responsibilities and job description for the Remote, Part-Time Customer Support Agent position at Lifeguard Health?
About Lifeguard Health:
Lifeguard is a healthcare technology company delivering passive, private, in-home monitoring and safety technology, helping older and at-risk individuals remain safely and independently in their homes. We extend the reach of families and caregivers through technology with passive motion, door, temperature and humidity sensors placed throughout the home. Sensors identify changes in activity, routines and living conditions, while urgent deviations generate alerts for investigation. Live agents monitor alerts and behavioral trends, extending caregiver awareness beyond clinical settings and the hours when in-person support is available.
Job Description:
We are looking for a Remote, Part-Time Customer Support Agent to join our Lifeguard Alert Center (LAC) team. The part-time position covers 2 Remote, 12-hour shifts on Saturdays and Sundays.
This position is for a candidate who wishes to work from 2 pm to 2 am, Eastern Time Zone, on Saturdays and Sundays. The candidate will work a minimum of 24 hours per week. Additional on-call time is available, as well as the possibility to move into a full-time position, if the candidate wants to. However, only the 2, 12-hour, weekend shifts are required, beginning at 2 pm. and extending to 2 am at night.
These customer service team members telephonically contact clients and caregivers to provide alert status updates, troubleshooting, and technology support.
Agents must provide positive telephone interactions, follow documented technical processes, and document activities with care and consideration.
Key Responsibilities:
- Monitor Device Alerts and follow established escalation procedures, including contacting Clients, Caregivers and designated contacts when appropriate.
- Answer incoming calls and assist clients, families, and partners.
- Follow established workflows carefully and consistently, including alert escalation and technical support procedures.
- Follow technical procedures to provide troubleshooting.
- Accurately document alerts and interactions in internal systems.
- Provide first-level technical support for devices and platform issues.
- Contribute to the improvement of operational processes and procedures.
- Communicate with participants - many of whom are older adults or individuals who may need additional support - with patience, professionalism, and empathy.
Qualifications:
- Experience in customer support, technical support, or call center roles (2 years required).
- Strong attention to detail and demonstrated ability to follow multi-step procedures accurately and consistently.
- Good judgment and logical problem-solving skills with ability to determine appropriate next step based on established procedures.
- Ability to multitask in a fast-paced environment while maintaining accuracy and appropriate prioritization.
- Strong communication and empathy skills.
- Comfortable with technology and software tools.
- Experience with Microsoft 365 is a strong asset.
- Ability to follow procedures and document accurately.
Why Join Lifeguard Health?
- Make a real impact on the safety of seniors and developmentally disabled clients.
- Work in a fast-growing tech startup.
- Collaborative and supportive team.
- Opportunities for professional growth.
- Fully remote work environment.
Employment Details:
Employment Type: Part-time (24 hours/week), Weekend, 2pm to 2am Eastern, Saturdays & Sundays
Salary: $25/hour
Salary : $25