Resident Technology Support Analyst

Wauwatosa, WI - USA

Monthly Salary: Not Disclosed

Posted on: 12 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 Wauwatosa WI 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. The support availability hours are up to 30 hours per week with a schedule of Monday to Friday from 9 am to 3:30 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
Additional requirements such as background check TB test vaccinations (or masking in lieu of vaccinations)

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

Company Culture

We are an IT company but believe technology support should be directly related to your business success. Technology for technologys sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values:

Expertise

Collaboration

Empathy

Integrity

If you want to work for a value-driven high-performance company and to experience an exciting opportunity to help grow a 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 for the clients of Parasol. We are a virtual company that offers work from home unlimited 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 Wauw...