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Remote, Part-Time Customer Support Agent
Job Description:
This position is for a candidate who wishes to work from 2 pm to 2 am, Eastern Time Zone, on Saturdays and Sundays. The candidate will work a minimum of 24 hours per week. Additional on-call time is available, as well as the possibility to move into a full-time position, if the candidate wants to. However, only the 2, 12-hour, weekend shifts are required, beginning at 2 pm. and extending to 2 am at night.
These customer service team members telephonically contact clients and caregivers to provide alert status updates, troubleshooting, and technology support.
Agents must provide positive telephone interactions, follow documented technical processes, and document activities with care and consideration.
Key Responsibilities:
- Monitor Device Alerts and follow established escalation procedures, including contacting Clients, Caregivers and designated contacts when appropriate.
- Answer incoming calls and assist clients, families, and partners.
- Follow established workflows carefully and consistently, including alert escalation and technical support procedures.
- Follow technical procedures to provide troubleshooting.
- Accurately document alerts and interactions in internal systems.
- Provide first-level technical support for devices and platform issues.
- Contribute to the improvement of operational processes and procedures.
- Communicate with participants - many of whom are older adults or individuals who may need additional support - with patience, professionalism, and empathy.
Qualifications:
- Experience in customer support, technical support, or call center roles (2 years required).
- Strong attention to detail and demonstrated ability to follow multi-step procedures accurately and consistently.
- Good judgment and logical problem-solving skills with ability to determine appropriate next step based on established procedures.
- Ability to multitask in a fast-paced environment while maintaining accuracy and appropriate prioritization.
- Strong communication and empathy skills.
- Comfortable with technology and software tools.
- Experience with Microsoft 365 is a strong asset.
- Ability to follow procedures and document accurately.
Why Join Lifeguard Health?
- Make a real impact on the safety of seniors and developmentally disabled clients.
- Work in a fast-growing tech startup.
- Collaborative and supportive team.
- Opportunities for professional growth.
- Fully remote work environment.
Employment Details: