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 client’s 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 client’s 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 client’s 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.