Tier 1 Technical Support Specialist

Job Title: Tier 1 Technical Support Specialist

Location: Remote - USA hours (8am to 5pm CT which is night shift in India)

Employment Type: Full-Time

Position Overview:

We are seeking a patient, empathetic, and tech-savvy Tier 1 Technical Support Specialist to assist older adults, including those living with physical, cognitive, or accessibility challenges and caregivers. In this role, you will provide hands-on and remote support to help users successfully set up wearable devices, install and navigate companion apps, and troubleshoot common technical issues. Your work will directly improve users’ independence, safety, and quality of life.

Key Responsibilities:

• Guide users through initial setup of wearable devices (e.g., health trackers).
• Assist with downloading, installing, and configuring mobile applications on smartphones and tablets.
• Troubleshoot basic connectivity, syncing, and usability issues.
• Provide step-by-step support in a clear, patient, and easy-to-understand manner.
• Adapt communication style to meet the needs of older adults and individuals with varying levels of technical comfort.
• Document customer interactions, issues, and resolutions in a ticketing system.
• Adhere to service level agreements and escalate complex technical issues to Tier 2 support when necessary.
• Follow up with users to ensure successful resolution and satisfaction.
• Maintain knowledge of supported devices, apps, and accessibility features.

Qualifications

• High school diploma or equivalent (Associate’s degree or technical certification preferred).
• 2+ year of experience in customer support, help desk, or technical support role.
• Familiarity with smartphones (iOS and Android), Bluetooth devices, and mobile apps.
• Strong communication and interpersonal skills, with a focus on patience and empathy.
• Ability to explain technical concepts in simple, non-technical language.
• Experience working with older adults or individuals with accessibility needs is highly preferred.

Preferred Skills:

• Knowledge of accessibility features (voice commands, screen readers, large text settings).
• Experience with wearable health or safety devices.
• Bilingual abilities are a plus.

Work Environment & Physical Requirements:

• Involves remote, phone-based assistance
• Ability to sit or stand for extended periods and use a computer or mobile device.

Why Join Us:

• Make a meaningful impact by helping people stay connected, safe, and independent.
• Collaborative and supportive team environment.
• Opportunities for growth in technical support and healthcare-adjacent services.

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: Remote