About Us: Help Techies Ltd is a startup company launching this September, with a special focus on serving the elderly community. We are committed to enhancing the lives of our senior clients by providing accessible, patient, and effective technical support. We are looking for a compassionate and skilled Tech Support professional to join our team and make a positive impact on the lives of our elderly customers.
Job Overview: As a Tech Concierge for the Elderly, you will provide technical assistance and support to senior clients who may have limited experience with technology. Your role will involve addressing their concerns with patience, clarity, and empathy. You will assist with a variety of technical issues, ensuring that our clients feel confident and supported in their use of technology.
Key Responsibilities:
- Respond to inquiries from elderly clients and provide technical support via phone, email, and remote access tools.
- Diagnose and troubleshoot hardware, software, and connectivity issues, with an emphasis on clear, easy-to-understand explanations.
- Guide clients through step-by-step instructions to resolve their technical issues and improve their understanding of technology.
- Escalate complex problems to higher-level support when necessary, ensuring the client feels supported throughout the process.
- Document client interactions, technical issues, and resolutions in the ticketing system.
- Follow up with clients to ensure their issues are resolved and they are satisfied with the service provided.
- Maintain a patient, friendly, and empathetic demeanor in all client interactions.
- Provide basic training and resources to help clients become more comfortable with their devices and applications.
- Stay informed about the latest technology trends and issues affecting the elderly population.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is a plus.
- Proven experience in a help desk or technical support role, preferably with a focus on elderly clients.
- Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, Android and common software applications.
- Knowledge of Grandpads and Jitterbugs is a plus.
- Excellent problem-solving and communication skills, with the ability to explain technical concepts in a simple and clear manner.
- Patience, empathy, and a strong commitment to providing exceptional customer service.
- Familiarity with assistive technologies and accessibility features is a plus.
- Ability to work independently and as part of a team.
- Relevant certifications (e.g., CompTIA A+) are a plus.
Work Environment:
- Remote, working from home
- Opportunities for professional development and career advancement.
- Opportunities for performance based bonus.
The candidate should be willing to do the DBS check.
How to Apply: If you are passionate about helping the elderly and have the technical skills required for this role, we encourage you to apply by 12th of July, 2024.
Help Techies Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.