If you are ready for an opportunity to make a difference in the world with the work you do, while enjoying a meaningful career, we have a great opportunity for you as a dedicated Customer Service/IT Support Level I Representative providing support for our Program Team.

As Customer Service/IT Support Level I Representative you’ll:

• Provide level I support to franchise offices for the assigned operating software product.
• Escalate support calls to level II support for further assistance, when necessary.
• Provide on-time communication to customers on ticket status.
• Create knowledge base articles for the operating system/software system changes.
• Support franchise owners and their staff by effectively answering technical questions regarding Home Instead software systems, the Home Instead website, operating systems, Office365, basic computer maintenance and future software products in a timely and professional manner.
• Document procedures and exceptions for the troubleshooting/support process.
• Communicate to the Business Performance representative or other member of Home Office Staff any important information that is gathered while talking with a franchise office.
• Escalate support calls to level II support for assistance and obtain support from Microsoft, when necessary.
• Provide remote control support via Log Me In Rescue of franchise owner’s computer systems, when necessary, to solve advanced computer problems.
• Develop clear, concise documentation to distribute to franchise owners and Home Office staff for such things as downloading files from the Home Instead website, solutions to common Home Instead software system problems and any other computer related tasks as required.
• Assist with the testing and rollout of new software releases.
• Provide regular on-call rotation.

Education, Experience and Required Skills:

• Bachelor’s degree in a related field preferred.
• Two years’ related experience in a technical customer service environment or a call center preferred, or an equivalent combination of education and work experience may be considered.

The Home Instead® network provides personalized care, support and education to help enhance the lives of aging adults and their families. Today, this network is the world's leading provider of in-home care services for seniors, with more than 1,200 independently owned and operated franchises that annually provide more than 80 million hours of care throughout the United States and 11 other countries. Local Home Instead offices employ approximately 65,000 CAREGiversSM worldwide who provide basic support services that enable seniors to live safely and comfortably in their own homes for as long as possible, serving 90,000 seniors daily. The Home Instead network strives to partner with each client and his or her family members to help meet that individual’s needs. Services span the care continuum – from providing personal care to specialized Alzheimer’s care and hospice support. Also available are family caregiver education and support resources. At Home Instead, it’s relationship before task, while striving to provide superior quality service. These independently owned and operated franchises achieve service excellence with the support of dedicated Global Headquarters staff members who provide exceptional service with a personal touch.


The Home Instead, Inc. benefits package includes:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (Health; Dependent Daycare/Eldercare)
• Life Insurance (Basic & Additional Voluntary Coverage for Employee, Spouse and/or Children)
• Short Term Disability
• Long Term Disability
• 401(k) Savings Plan
• Honor PTO
• Employee Assistance Program
• Wellness Program
• On-site Dining Room