Tech Support Operator

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. 

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

THIS CAN BE 100% REMOTE!!

Description:

The Operator is a member of the Technical Support Call Center team. S/he is responsible for: maintaining and promoting welcoming and serving subscribers, customer service callers, installers and vendors in a courteous, efficient and friendly manner. As part of this job, this individual is required to: demonstrate excellent computer skills; accurately handle and document information; while demonstrating a friendly, outgoing, energetic and service oriented demeanor. The position also always requires outstanding phone etiquette skills and a smile in your voice.  The person suited for this position will possess exemplary typing skills, ability to multitask, keep one’s composure under demanding situations and be able to think independently and intuitively to the events happening at any given time.

Duties & Functions:

• Provide Technical Support for Connect America Personal Emergency Response Devices
• Provide immediate support to subscribers
• Follow specific protocols for technical assistance
• Facilitate all installation and troubleshooting with subscribers and service providers
• Maintain regular attendance in compliance with Connect America’s standards, as required by scheduling, which will vary according to the needs of the departments, subscribers, installers and other callers we serve.
• Maintain high standards of personal appearance and grooming, which includes a clean & pressed business wear when working.
• Understand and maintain working knowledge of call handling system and all reporting, protocols, training associated to it.
• Always comply with all Connect America’s standards and regulations to encourage safe and efficient operations.
• Comply with all HIPPA confidentiality regulations and standards.
• Fulfill scheduled shifts promptly, appropriately and come prepared to shift responsibilities if necessary.
• Complete all side work as assigned. 
• All other assigned tasks by Supervisor, Shift Leader, Manager or Connect America Leadership Team.

Requirements:

• Must be able to work all shifts- mornings, afternoons, nights, weekends, & holidays with varying schedules to accommodate other employees’ schedules if required.
• Must be able to sit/stand for long periods of time.
• Long hours sometimes required.
• Must be able to maintain accuracy and efficiency of data entry in fast-paced situations. 
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members, subscribers, installers and other callers.
• Must be able to convey information and ideas clearly, both oral and written. 
• Must be able to evaluate and select among alternative courses of action quickly and accurately.

Education & Experience:

• High School Diploma required
• Excellent Computer Skills
• Customer Service Skills
• 2+ years Call Center experienced preferred
• Background checks are required
• Bilingual (Spanish/Russian/Chinese) preferred

Connect America is a drug-free workplace and an Equal Opportunity Employer.  We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.