Resident Technology Support Analyst

Orlando, FL - USA

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Position: Resident Technology Support Analyst

Reports to: Manager of Resident Support

Do you enjoy working or spending time with the senior population We are seeking a creative and upbeat individual to engage and empower seniors through technology in our clients senior living communities in the Orlando FL area. If you are compassionate patient and have a can-do attitude all while smiling as you multi-task and prioritize your day please read below! We hope you will consider working with a great team who provides IT support for people over the age of 55!

The Resident Technology Support Analyst will provide technology support for the residents that live in our clients communities. This is a full-time position with working hours between 8 am to 5 pm.

Position Mission

The Resident Technology Support Analyst will be responsible for providing technology support for resident that live in our clients community. This position will require one-on-one personalized experiences for in home visits and community-based classes provided in a group setting.

Requirements

Must be upbeat outgoing and have a cheerful disposition
Experience working or volunteering in a senior living setting a plus
Ability to build and maintain relationships with residents their families and the community staff
Value customer service-excellent communication skills and the ability to teach seniors how to use technology devices in a group setting or on an individual basis
Basic technical troubleshooting and problem solving on multiple types of devices including computers laptops phones tablets and smartphones
The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed
Management experience is a plus
Must be able to complete a Level 2 background check (fingerprinting may be required) substance screening and TB test. Additional requirements may also be required such as masking during flu season.

Responsibilities

Intake of resident support requests
Schedule onsite appointments for technical support
Onsite support of resident hardware and software
Create and lead group classes on different consumer technology
Phone and email support for initial incoming tickets
Ticket resolution as per the client service level agreement
Detailed documentation within service tickets on issue steps and resolution
Excellent customer service on the phone via email and in person

Position Metrics

30 days

Will prepare content for first class to be scheduled and presented within 60 days of hire
Will demonstrate an understanding of ticket process
Client and staff feedback will be positive regarding attitude while onsite over the phone and in written form.
90% of tickets assigned will be contacted or worked within the first 24 hours

60 days

Will continue to prepare ongoing content and have monthly classes scheduled with topics for the next month determined
Will successfully complete or escalate tickets following proper processes (documentation explanation of what was done checklists etc)
Client and staff feedback will be positive regarding attitude while onsite over the phone and in written form.
95% of tickets assigned will be contacted or worked within the first 24 hours

90 days

Will continue to prepare ongoing content and have bi-monthly classes scheduled with topics for the next 3 months determined.
Will successfully complete or escalate tickets following proper processes (documentation explanation of what was done checklists etc)
Client and staff feedback will be positive regarding attitude while onsite over the phone and in written form.
100% of tickets assigned will be contacted or worked within the first 24 hours

Benefits:

Cell phone/internet reimbursement
Medical dental vision 401k
Responsible paid time off
Certification reimbursement

Company Culture

Our Values:

Teamwork
Accountability
Communication
Empathy
Leadership
Expertise

If you want to work for a values driven high performance company then this is the job for you. We are looking for our team members to take ownership and pride in their work and to provide input and guidance into not only the clients of Parasol but the formation of Parasol itself. We are a virtual company that offers work from home responsible time off and bonus opportunities.

Required Experience:

Position: Resident Technology Support AnalystReports to: Manager of Resident Support Do you enjoy working or spending time with the senior population We are seeking a creative and upbeat individual to engage and empower seniors through technology in our clients senior living communities in the Orla...