Customer Service / Technical Support Representative

Job Description

Job Description

About LogicMark

LogicMark, Inc. (NASDAQ : LGMK) provides personal emergency response systems (PERS), health communications devices and IoT technology for the growing care economy.

The Company’s devices give people the ability to receive care at home and the confidence to safely age in place. LogicMark, Inc.

revolutionized the PERS industry by incorporating two-way voice communication technology directly in the medical alert pendant and providing the life-saving technology at a price point everyday consumers could afford.

The PERS technologies are sold through a direct sales force, a network of retailers / dealers / distributors, as well as online.

The Company was awarded a contract by the U.S. General Services Administration that enables the Company to distribute its products to federal, state, and local governments.

Currently the VA health system is the company’s largest customer. The Company just launched an eCommerce website to address the consumer market.

With a renewed focus on new product innovation, while we’re currently a hardware centric company, our aggressive new product development pipeline is focused on providing both hardware and software solutions.

By joining the LogicMark team you can make a difference in someone’s life every single day. Additional information about LogicMark can be found at : www.

logicmark.com. LogicMark is an Equal Opportunity Employer.

About the Role

LogicMark is currently seeking a Customer Service / Technical Support Representative to join our team. This position is full-time hourly, non-exempt position scheduled to work Monday Friday 9 : 00 am 5 : 30 pm EST with a 30-minute unpaid lunch period.

Paid, on the job training is provided. Position is eligible for medical, dental and vision insurance as well as company paid holidays and paid time off.

Location : The position will be based remotely within the United States with the ability to support the Eastern time zone.

Reporting Structure : Reports directly to the Director of Customer Service

Responsibilities :

• Become familiar and knowledgeable on all products and services offered for sale by the company.
• Serve customers and potential customers by providing product and service information and resolving product and service problems for both hardware devices and software applications.
• Take incoming calls, return incoming voicemails, and respond to incoming emails from LogicMark’s current customer base or from potential customers.
• Provide accurate, valid, and complete information about our products or trouble shoot and provide technical assistance to those who already have our products, applications, and subscription services.
• Resolve the technical issues for customers to ensure that their LogicMark equipment and software is performing as it should be.
• Handle customer complaints, provide appropriate solutions and alternatives within company guidelines, identify, and escalate matters of concerns related to products appropriately.
• Record and document interactions with customers and potential customers; maintain customer database / records; alert and work with engineering and product teams to identify, test and resolve device and / or technology related issues.
• Provide high levels of customer service throughout all interactions.
• Provide product feedback on and participate in testing of technology and products and contribute / participate in system wide enhancements / implementations.
• Display empathy and patience with consumers who are not proficient with technology.

Requirements / Qualifications / Skills :

• Must be at least 18 years old
• High school diploma, GED, or equivalent required; Some college and / or associate degree preferred
• 1 year of related customer service or help desk experience; prefer high volume call center skills
• Familiarity with Quickbooks a plus
• Must be able to read, comprehend, speak, and write English
• Ability to operate a computer, telephone, and other office equipment constantly
• Ability to communicate accurate information and ideas so others understand
• Home office environment conducive to phone conversations with reliable internet connectivity
• Teamwork
• Organization and attention to detail
• Must be tech savvy with proficient data entry and computer skills
• Dependability
• Customer service oriented with a clear, pleasant, and professional speaking voice
• Product and market knowledge
• Quality focused
• Ability to analyze information and problem solve
• Documentation skills
• Active listening, empathy and conflict resolution
• Multi-tasking

Environmental Job Requirements and Working Conditions

• Position will be performed remotely, sitting at desk for extended periods of time.
• Must be able to read, comprehend, speak, and write English.
• Regularly operates a computer and other office productivity machinery, such as a telephone and computer printer.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Individuals seeking employment at LogicMark are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws.

LogicMark does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

LogicMark follows federal and state vaccine requirements and COVID-19 guidelines.

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed

LogicMark does not accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with LogicMark.

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