• Customer Service - Technical Support

    Location US-NY-Long Island City
    Job ID 2020-1693
  • Overview

    At Connect America We Save Lives by Providing High-Quality Emergency Response Systems and Telehealth Services to Adults who Trust Us to Keep them Safe and Sound.


    Connect America is the largest independent provider of medical alarms in the Consumer segment and the fastest growing provider in the Healthcare segment.  We offer a broad range of at-home or on-the-go medical alarm and telehealth solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide. 


    We listen to our customers to determine the safest solution for their needs. We treat all customers and team members ethically and respectfully, creating relationships built on trust.  We work as positive team members, developing customer solutions in a collaborative manner. We know that customers and team members are counting on us to contribute, we deliver what’s expected from us!


    Our Company is headquartered close to the City of Philadelphia, in Bala Cynwyd, PA.


    Voted 2019 Best Place to Work by Philly Happening Magazine!



    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.


    • 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.


    • 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


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