Videophone Customer Care Agent, Tier 2 - Remote

We are a pioneering organization dedicated to enhancing communication access for everyone, 24/7/365. Our mission is to connect people every day, facilitating every conversation with precision and a touch of humanity. Our team is driven by a shared passion and commitment to excellence, making us leaders in our field. We take pride in creating meaningful human connections through our innovative... solutions in communication technology.
Our services include a Video Relay Service (VRS) for the Deaf, who use American Sign Language (ASL), allowing seamless communication in their preferred language. Additionally, we offer cutting-edge captioned telephone services to ensure every conversation is effortlessly accessible.
Position Overview
As a Tier 2 Customer Support Specialist, you'll play a crucial role in providing exceptional support and care to our customers and trainers nationwide. You'll tackle escalated inquiries from Tier 1 support and manage accounts, ensuring a seamless experience for all. Your expertise will help users navigate technical challenges, offering guidance on our hardware, software, and network services to enhance customer satisfaction.
Key Responsibilities
Serve as a key escalation point for Tier 1 support, offering solutions and exceptional service.
Address a broad range of inquiries, including account management, new product installation, and technical challenges.
Advocate for our products, features, and services, enhancing customer experience.
Offer support through various channels including email, videophone, live chat, ensuring accessibility for all customers.
Ensure compliance with regulatory standards, maintaining the highest level of service integrity.
Assist with complex issues and overflow calls, showcasing problem-solving skills.
Support customers with product installations across diverse network devices.
Adhere to department policies and contribute to team success through additional duties as needed.
Requirements
High School diploma or equivalent required; Associate degree or higher preferred.
At least two years of customer service experience; proficiency in network configurations and support for various operating systems preferred.
Exceptional interpersonal and communication skills, with a focus on teamwork and cross-department collaboration.
Ability to work independently, managing time and tasks efficiently.
Detail-oriented with strong multitasking skills.
Adaptability in fast-paced environments, with a proficiency in MS Windows and understanding of network components.
Minimum typing speed of 45+ wpm.
Must be fluent in American Sign Language (ASL).
Physical Requirements
Reliable attendance with flexibility for various shifts, including nights, weekends, and holidays.
Comfortable with extended periods of computer use, sitting or standing, and using ASL.
Ability to lift and move equipment weighing 30-50lbs.
Commitment To Confidentiality
This role requires access to sensitive and confidential information. It is crucial that the candidate possesses the highest level of integrity to maintain confidentiality.
Applying
Interested candidates are encouraged to apply through our career page. We are committed to equal employment opportunities and welcome applicants from diverse backgrounds.
Employment Type: Full-Time

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