Job Overview

Serve as the first point of contact for technical support, providing exceptional customer service while troubleshooting issues across multiple product lines via phone, email, and digital channels. Diagnose and resolve technical problems, guide customers through step-by-step solutions, document support activities, and accurately triage or escalate issues to Tier 2 when necessary.

Schedule

 Full-time (EDT Time Zone)

Requirements

• High school diploma or equivalent (Associate’s degree preferred).
• 2+ years of technical support experience, including 2+ years handling US-based voice accounts.
• Background in technology with a solid understanding of networking fundamentals.
• Basic Python or light scripting experience (reading, understanding, or modifying simple scripts).
• Highly preferred: Experience with Real-Time Location Systems (RTLS) and assisted living nurse call systems (Ecall, location tracking, and sensor data).

Duties and Responsibilities

• Serve as the primary point of contact for incoming support requests via phone, email, and other channels.
• Troubleshoot technical issues for life safety equipment across all product lines.
• Apply critical thinking to resolve cases and guide clients through troubleshooting steps.
• Install, configure, and assist clients with the configuration of system hardware and software.
• Maintain accurate support documentation, logs, and notes in internal systems.
• Triage, document, and escalate unresolved technical issues to Tier 2 support.

Success Skills and Abilities

• Strong customer-service mindset with excellent verbal and written communication skills.
• Analytical, problem-solving, and critical thinking abilities.
• High attention to detail, strong organization, and effective time management to meet deadlines.
• Adaptable to new systems, tools, and procedures, with proficiency in Microsoft Office/Teams.
• Ability to work independently and collaboratively while maintaining professionalism and confidentiality.

Independent Contractor Perks

• Permanent Work From Home setup
• Health Insurance Coverage (for eligible locations)
• Immediate Hiring Opportunity