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