• Provide the best customer service experience to our customers while completing in-home installations, service and retrieval of Lifeline’s personal emergency response equipment • Adjust training to meet the needs of our subscribers • Educate and train subscribers and caregivers on products/services in a professional, respectful manner • Process work orders from Lifeline for installation, training, customer service or retrieval of equipment and/or products • Schedule service and retrieval appointments with subscriber/caregiver within expected service and quality standards • Acclimate subscriber/caregiver to Lifeline equipment and service • Comply with protocols for communicating status and issues related to work orders while maintaining and managing an inventory of equipment • Provide management with feedback and ideas for continuous improvement • Complete tasks on work order on scheduled date and within a specified timeframe while offering service excellence to our customers • Perform accurate and timely submission of Care Plan Agreement and other documents and reports as required • Occasionally required to work evenings and/or weekends for emergency service work orders

• Provide the best customer service experience to our customers while completing in-home installations, service and retrieval of Lifeline’s personal emergency response equipment, as well as other Home Monitoring service devices • 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

• Provide high quality, detailed technical support for business critical issues • Act as a point of contact for support efforts for customers • Collaborate with a team of Technical Support Specialists • Perform problem re-creation and failure analysis • Provide detailed analysis and escalate problems cross-functionally • Prioritize and progress multiple assignments with tangible results • Proactively look for ways to improve processes and customer experience • Provide clear communication and analysis to internal and external stakeholders

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Technical Specialist delivers high quality customer service. The Sr. Technical Support Engineer handles complex calls including but not limited to: - Fatal Errors - Network related issues - Performance issues - Exchange Connector/MS Graph Provide expert and thorough assistance to Support staff. As a Sr. Technical Support Engineer, you will: - Work directly with Technical Support Supervisor, Specialists, and technical services to resolve IT/Software/Hardware-related issues. - Provide elevated and more complex technical customer service to clients, consultants, and third parties by answering calls, researching and diagnosing support situations, and resolving the situation. - Work directly with clients, external IT, and At Risk firms to resolve client issues. - Maintain accurate, thorough call records in the support tracking system. - Train and mentor software and non-technical support staff. - Review new/updated documentation and participate in ongoing product training to keep current on the software, submitting documentation enhancements as needed. - Identify a need for upselling or cross-selling payments or other add-on products and forwarding client information to appropriate sales contact. - Perform project work and other duties as assigned. - Follow established policies and procedures to keep confidential information secure. Qualifications - 3-5 years experience in customer service facing role preferably in a technology/software environment - Proven hardware knowledge and experience working with IT, Networks and performance issues - Excellent troubleshooting skills - Strong written and verbal communication skills - Strong comprehension skills - Prior experience working with upset and difficult clients - Prefer associate degree in computer or accounting disciplines, or relative experience - Working knowledge of Active Directory, Firewalls, Load Balancers and general networking fundamentals Requirements - Ability to stay past the end of the business day to finish calls as needed - Strong time management skills - Strong initiative and sound decision-making ability - Prolonged periods sitting at a desk and working on a computer - Must be able to lift up to 15 pounds at times - Ability to travel as needed - Ability to handle stress - Ability to meet deadlines Benefits - Opportunity to Invest in Your Future: We offer a 401K match. - Paid Time Off: Enjoy paid time off and paid holidays. - Great Coverage: Take advantage of health, dental, and vision HSA and FSA policies. - A Great Team: Collaborate with smart, curious, hardworking individuals. - Performance Compensation: Be rewarded for your hard work with performance-based merits. - Casual Environment: Be comfortable in our casual dress environment. - Remote Work: Want to work from home? No problem! Company Description At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate.