Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- Field Service Support Technician providing in-home installations and service for Connect America's Lifeline products. Seeking a compassionate individual for customer service roles in the Detroit area.
Responsibilities
- Provide the best customer service experience to our customers while completing in-home installations, service and retrieval of Personal Response’s personal emergency response equipment, as well as other Home Monitoring service devices.
- Ability to adjust training to meet the needs of our subscribers.
- Educates and trains our subscribers and caregivers on our products/services in a professional, respectful manner.
- Processes work orders from Lifeline for installation, training, customer service or retrieval of equipment and/or products.
- Completes tasks on work order on scheduled date and within a specified timeframe while offering service excellence to our customers.
- Schedule's service and retrieval appointments with subscriber/caregiver within expected service and quality standards.
- Acclimates subscriber/care giver to Lifeline equipment and service, ensuring their comfort in its use.
- Complies with protocols for communicating status and issues related to work orders while maintaining and managing an inventory of equipment.
- Performs accurate and timely submission of Care Plan Agreement and other documents and reports as required.
- Provides management with feedback and ideas for continuous improvement.
- Occasional evening and/or weekend appointments required for emergency service work orders.
Requirements
- Ability to operate basic machinery (fax machine, PC)
- Basic understanding of simple communications and electronic equipment (laptop, cell phone, online business applications)
- Caring, compassionate individual who is naturally patient with senior citizens who may be leery of change
- Ability to organize and prioritize multiple tasks and to follow step by step installation instructions
- Valid Driver’s license (Up to 75% travel - local within 100-mile radius)
- Adheres to uniform/dress code as required by the company
- Ability to lift up to 40 pounds and ability to climb stairs
Benefits
- Additional earnings for each installation completed
- Mileage reimbursement
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