Experienced Tier 2 Videophone Customer Care Agent – Remote American Sign Language Specialist for Innovative Communication Technology Solutions

Introduction to Our Pioneering Organization

We are a trailblazing company at the forefront of revolutionizing communication access for everyone, 24 hours a day, 7 days a week, 365 days a year. Our mission is built on the foundation of connecting people every day, facilitating every conversation with precision, empathy, and a touch of humanity. Our team is united by a shared passion and unwavering commitment to excellence, which has positioned us as leaders in our field. We take immense pride in creating meaningful human connections through our innovative solutions in communication technology, bridging gaps and fostering inclusivity.

About Our Services

Our portfolio of services includes a cutting-edge Video Relay Service (VRS) designed specifically for the Deaf community, who use American Sign Language (ASL), enabling seamless communication in their preferred language. Additionally, we offer state-of-the-art captioned telephone services, ensuring that every conversation is effortlessly accessible to all. Our commitment to accessibility and customer satisfaction drives us to continually innovate and improve our services.

Position Overview

As a Tier 2 Customer Support Specialist, you will play a pivotal role in providing exceptional support and care to our customers and trainers nationwide. You will serve as a key escalation point for Tier 1 support, managing accounts, and ensuring a seamless experience for all. Your technical expertise and customer-centric approach will help users navigate technical challenges, offering guidance on our hardware, software, and network services to enhance customer satisfaction and loyalty.

Key Responsibilities

• Serve as a primary escalation point for Tier 1 support, offering timely solutions and exceptional service to resolve complex customer inquiries.
• Address a broad range of inquiries, including but not limited to account management, new product installation, and technical challenges, providing clear and concise resolutions.
• Act as an advocate for our products, features, and services, enhancing the customer experience through proactive support and education.
• Offer support through various channels including email, videophone, and live chat, ensuring accessibility and convenience for all customers.
• Ensure compliance with regulatory standards, maintaining the highest level of service integrity and adhering to our company's ethical guidelines.
• Assist with complex issues and overflow calls, showcasing problem-solving skills and the ability to work under pressure.
• Support customers with product installations across diverse network devices, providing step-by-step guidance and troubleshooting as needed.
• Adhere to department policies and contribute to team success through additional duties as needed, demonstrating flexibility and a team-oriented mindset.

Requirements for Success

To excel in this role, you will need to possess a combination of education, experience, and skills that align with our company's mission and values. The following are essential and preferred qualifications for the position:

• Education: High School diploma or equivalent is required; an Associate degree or higher is preferred.
• Experience: At least two years of customer service experience is required, with proficiency in network configurations and support for various operating systems being highly preferred.
• Interpersonal and Communication Skills: Exceptional interpersonal and communication skills are essential, with a focus on teamwork, cross-department collaboration, and the ability to communicate effectively with diverse customer groups.
• Independence and Time Management: The ability to work independently, managing time and tasks efficiently, is crucial for success in this role.
• Detail-Oriented and Multitasking: Being detail-oriented with strong multitasking skills is necessary to handle multiple customer inquiries and technical issues simultaneously.
• Adaptability and Technical Skills: Adaptability in fast-paced environments, proficiency in MS Windows, and an understanding of network components are required. A minimum typing speed of 45+ wpm is also necessary.
• Language Requirement: Fluency in American Sign Language (ASL) is mandatory for this position, as you will be communicating with Deaf customers who use ASL.

Physical Requirements and Work Environment

The role requires reliable attendance with flexibility for various shifts, including nights, weekends, and holidays. You must be comfortable with extended periods of computer use, sitting or standing, and using ASL. The ability to lift and move equipment weighing 30-50lbs may be necessary on occasion.

Commitment to Confidentiality

This role involves access to sensitive and confidential information. It is imperative that the candidate possesses the highest level of integrity to maintain confidentiality and adhere to our company's privacy policies.

Career Growth Opportunities and Learning Benefits

At our company, we are committed to the growth and development of our employees. As a Tier 2 Customer Support Specialist, you will have opportunities to enhance your technical skills, develop your career in customer service, and contribute to the evolution of our communication technology solutions. Our learning benefits include ongoing training, professional development programs, and the chance to work with cutting-edge technology.

Work Environment and Company Culture

Our work environment is dynamic, inclusive, and supportive. We foster a culture of teamwork, innovation, and continuous improvement, where every employee feels valued and empowered to contribute. Our company culture highlights include a diverse and vibrant team, flexible working conditions, and a strong commitment to work-life balance.

Compensation, Perks, and Benefits

We offer a competitive compensation package, along with a range of perks and benefits designed to support your well-being and career aspirations. These may include health insurance, retirement plans, paid time off, and opportunities for professional growth and development.

Conclusion and Call to Action

If you are a motivated and customer-focused individual with a passion for communication technology and American Sign Language, we encourage you to apply for this exciting opportunity. As a Tier 2 Customer Support Specialist, you will be part of a pioneering team that is changing the way people connect and communicate. Join us in our mission to enhance communication access for everyone and take the first step towards a rewarding and challenging career. Please submit your application through our career page, and we look forward to welcoming you to our team.