Resident Technology Support Analyst
Parasol Alliance
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Job summary
Parasol Alliance is seeking a friendly and proactive Resident Technology Support Analyst to provide technology assistance to residents in client communities in the Urbana, IL area.
You will perform one-on-one home visits and lead group classes, helping residents learn devices and software while delivering exceptional customer service and maintaining detailed ticket documentation.
Qualifications
- Must be upbeat, outgoing and have a cheerful disposition.
- Experience working or volunteering in a senior living setting is a plus.
- Ability to teach seniors how to use technology in group settings or individually.
- Strong customer service and communication skills.
- Basic troubleshooting across multiple devices (computers, laptops, phones, tablets).
- Self-motivated and capable of working with limited supervision.
- Background check, substance screening, TB test, vaccinations (or masking).
Responsibilities
- Handle intake of resident support requests.
- Schedule onsite technical support visits.
- Provide onsite hardware and software support to residents.
- Create and lead group technology classes.
- Provide phone and email support for new tickets.
- Resolve tickets per client SLAs.
- Document issue steps and resolutions in tickets.
- Provide excellent service in person, over the phone, and via email.
Skills
Job description
Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, helping our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.
Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it.
Leadership defines us. We are innovative leaders in everything we do.
Reports to: Manager of Resident Support
Do you enjoy working or spending time with the senior population? We are seeking a creative and upbeat individual to engage and empower seniors through technology in our client’s senior living communities in the Urbana, IL area. If you are compassionate, patient, and have a “can-do” attitude all while smiling as you multi-task and prioritize your day, please read below! We hope you will consider working with a great team who provides IT support for people over the age of 55!
The Resident Technology Support Analyst will provide technology support for the residents that live in our client’s communities.
The Resident Technology Support Analyst will be responsible for providing technology support for residents that live in our client’s community. This position will require one-on-one personalized experience for in home visits and community-based classes provided in a group setting.
- Must be upbeat, outgoing and have a cheerful disposition
- Experience working or volunteering in a senior living setting a plus
- Ability to build and maintain relationships with residents, their families and the community staff
- Value customer service-excellent communication skills and the ability to teach seniors how to use technology devices in a group setting or on an individual basis
- Basic technical troubleshooting and problem solving on multiple types of devices including computers, laptops, phones, tablets and smartphones
- The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed
- Management experience is a plus
- Additional requirements such as background check, substance screening, TB test, vaccinations (or masking in lieu of vaccinations)
- Intake of resident support requests
- Schedule onsite appointments for technical support
- Onsite support of resident hardware and software
- Create and lead group classes on different consumer technology
- Phone and email support for initial incoming tickets
- Ticket resolution as per the client service level agreement
- Detailed documentation within service tickets on issue steps and resolution
- Excellent customer service on the phone, via email and in person
- Will prepare content for first class to be scheduled and presented within 60 days of hire
- Will demonstrate an understanding of ticket process
- Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
- 90% of tickets assigned will be contacted or worked within the first 24 hours
- Will continue to prepare ongoing content and have monthly classes scheduled with topics for the next month determined
- Will successfully complete or escape tickets following proper processes (documentation, explanation of what was done, checklists, etc)
- Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
- 95% of tickets assigned will be contacted or worked within the first 24 hours
- Will continue to prepare ongoing content and have bi-monthly classes scheduled with topics for the next 3 months determined.
- Will successfully complete or escape tickets following proper processes (documentation, explanation of what was done, checklists, etc)
- Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
- 100% of tickets assigned will be contacted or worked within the first 24 hours
We are an IT company but believe technology support should be directly related to your business success. Technology for technology’s sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.
- Expertise
- Empathy
- Integrity
If you want to work for a value-driven, high-performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance for the clients of Parasol.
Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in‑house technology support, helping our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.
Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it.
Leadership defines us. We are innovative leaders in everything we do.
Position : Resident Technology Support Analyst
Reports to: Manager of Resident Support
Do you enjoy working or spending time with the senior population? We are seeking a creative and upbeat individual to engage and empower seniors through technology in our client’s senior living communities in the Urbana, IL area. If you are compassionate, patient, and have a “can-do” attitude all while smiling as you multi-task and prioritize your day, please read below! We hope you will consider working with a great team who provides IT support for people over the age of 55!
The Resident Technology Support Analyst will provide technology support for the residents that live in our client’s communities.
The Resident Technology Support Analyst will be responsible for providing technology support for residents that live in our client’s community. This position will require one-on-one personalized experience for in home visits and community-based classes provided in a group setting.
- Must be upbeat, outgoing and have a cheerful disposition
- Experience working or volunteering in a senior living setting a plus
- Ability to build and maintain relationships with residents, their families and the community staff
- Value customer service-excellent communication skills and the ability to teach seniors how to use technology devices in a group setting or on an individual basis
- Basic technical troubleshooting and problem solving on multiple types of devices including computers, laptops, phones, tablets and smartphones
- The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed
- Management experience is a plus
- Additional requirements such as background check, substance screening, TB test, vaccinations (or masking in lieu of vaccinations)
- Intake of resident support requests
- Schedule onsite appointments for technical support
- Onsite support of resident hardware and software
- Create and lead group classes on different consumer technology
- Phone and email support for initial incoming tickets
- Ticket resolution as per the client service level agreement
- Detailed documentation within service tickets on issue steps and resolution
- Excellent customer service on the phone, via email and in person
- Will prepare content for first class to be scheduled and presented within 60 days of hire
- Will demonstrate an understanding of ticket process
- Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
- 90% of tickets assigned will be contacted or worked within the first 24 hours
- Will continue to prepare ongoing content and have monthly classes scheduled with topics for the next month determined
- Will successfully complete or escape tickets following proper processes (documentation, explanation of what was done, checklists, etc)
- Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
- 95% of tickets assigned will be contacted or worked within the first 24 hours
- Will continue to prepare ongoing content and have bi-monthly classes scheduled with topics for the next 3 months determined.
- Will successfully complete or escape tickets following proper processes (documentation, explanation of what was done, checklists, etc)
- Client and staff feedback will be positive, regarding attitude while onsite, over the phone, and in written form.
- 100% of tickets assigned will be contacted or worked within the first 24 hours
We are an IT company but believe technology support should be directly related to your business success. Technology for technology’s sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.
- Expertise
- Collaboration
- Empathy
- Integrity
If you want to work for a value-driven, high-performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance for the clients of Parasol.
The pay range for this role is: 19 - 19 USD per hour(Urbana, IL)
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