Technical Support Specialist

Technical Support Representative - Lifeline Senior Living Position Summary The Technical Support Representative plays a critical role in ensuring the reliability and performance of Lifeline Senior Living’s integrated resident safety systems. This position provides remote technical support for hardware, software, and network-related issues to dealers, field technicians, and senior living communities throughout the United States and Canada. Our systems support life-safety environments — responsiveness, accuracy, documentation, and follow-through are essential. After completion of training, this is a fully remote (work-from-home) position open to candidates located anywhere in the United States. Life-Safety Commitment Lifeline Senior Living systems support resident safety in senior living communities. The Technical Support Representative must understand that system reliability directly impacts resident wellbeing. This role requires: • A strong sense of urgency without panic • Meticulous attention to detail • Accurate documentation and follow-through • Calm, confident communication during high-pressure situations Every interaction may involve equipment tied to life-safety environments. Professionalism, clarity, and precision are critical. Work Schedule & Environment • Standard support hours: Monday–Friday, 8:30am–7:00pm EST • Assigned 8-hour shift within these hours • Rotating after-hours/weekend on-call support (emergency-only coverage) • On-call response time requirement: within 15 minutes Company provides: • Computer and telephone equipment Employee must provide: • Reliable high-speed internet capable of supporting VPN and VoIP • Dedicated, quiet workspace free of distractions Key Responsibilities Technical Support & Case Management • Provide remote technical support for installation, replacement, and troubleshooting of Lifeline hardware and software systems. • Support sales teams, field technicians, dealers, and end-user customers. • Accurately log and document all cases in the CRM system (Salesforce) for every phone call, email, or support interaction. • Evaluate, prioritize, and manage inbound support requests to meet service expectations. • Maintain ownership of assigned cases through resolution. System & Product Expertise • Maintain up-to-date knowledge of all Lifeline Senior Living products, software releases, and supported integrations. Life-Safety & Operational Accountability • Treat all system issues as potentially life-safety impacting until properly assessed. • Respond to urgent situations with calm, controlled troubleshooting and clear communication. • Maintain precise case documentation to ensure continuity of care and technical accuracy. • Verify resolution thoroughly before closing cases. • Escalate appropriately when risk to resident safety is identified. • Maintain composure and professionalism during outages or emergency calls. On-Call & Emergency Support • Participate in rotating after-hours emergency coverage. • Respond to emergency calls within 15 minutes while on-call. • Coordinate emergency equipment dispatch to minimize system downtime. Operational Support • Assist with internal projects and cross-functional initiatives as assigned. • May perform occasional local field service visits as needed. Team & Culture • Maintain professional, respectful communication with customers and internal teams. • Contribute to a culture of accountability, teamwork, and continuous improvement. • Support department goals related to documentation quality, response time, and customer satisfaction. Qualifications Education & Experience • High School Diploma or equivalent required • 1+ years of experience in technical support or customer service (technical environment preferred) • Experience supporting customers via phone and email Technical Skills Required: • Strong troubleshooting and analytical skills • Networking proficiency (TCP/IP, routers, switches, VPN concepts) • Working knowledge of Windows and Apple MacOS environments • Experience with Microsoft Office (Outlook, Excel, Word) Preferred: • Low voltage or life safety systems experience • CRM experience (Salesforce preferred) Professional Competencies • Excellent written and verbal communication skills • Strong documentation discipline • Ability to logically isolate and resolve technical issues • Ability to multitask and prioritize in a fast-paced environment • Calm and professional under pressure • Ability to work independently while remaining collaborative within a team • Strong commitment to follow-through and case ownership • High attention to detail in troubleshooting and documentation • Strong sense of urgency while remaining calm under pressure • Ability to assess risk and prioritize accordingly • Clear and confident communication during emergency scenarios • Commitment to accuracy over speed • Strong follow-through and case ownership Travel Requirement • Up to 10% travel (typically local or regional) • Occasional air travel may be required Apply Now Apply Now