Videophone Customer Care Agent, Tier 2 (Remote)

Company Summary

Sorenson Communications and CaptionCall are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Sorenson Communications, LLC. offers Video Relay Service (VRS), which gives Deaf, who use American Sign Language (ASL), and hearing people the option to communicate in their preferred language - either ASL or spoken English or Spanish. Sorenson also provides onsite and remote interpreting services between English and various other world languages.

CaptionCall, LLC. offers Internet protocol captioned telephone service (IP CTS) using advanced technology and a captioning agent to quickly provide written captions of what callers say on a large, easy-to-read screen.

This position is open to candidates residing in all states with the exception of California, New Mexico, Colorado, and Arizona.

Job Summary

Customer Care Tier 2 Agents are responsible for answering calls through videophone from Sorenson trainers and customers nationwide as well as take escalated calls from Tier 1 Agents. Duties include account management, providing technical assistance and training on hardware, software, and network-related issues to achieve a high-level of customer satisfaction.

Essential Duties and Responsibilities

• Act as the first point of escalation for Tier 1 Agents.
• Assist with overflow calls and handle complex issues
• Be able to assist customers with installing products on home network devices.
• Provide support to existing and potential customers with a range of answers to questions including but not limited to accounts, new product installation, and technical questions.
• Promote company products, features, and services.
• Provide a friendly and supportive customer experience.
• Resolve issues received through email, videophone, chat, and other contact methods.
• Provide support for the functionality and features of all applicable products and services.
• Follow department policies and procedures.
• Ensure compliance with FCC regulatory requirements related to the service.
• Complete other duties and projects as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

This position has no travel requirements.

Education

Minimum: High School diploma or equivalent
Preferred: Associates or better

Minimum Years of Experience Description

Two years of Customer Service or equivalent experience.
One year Installing/configuring wired and wireless networks.
One year Supporting desktop and mobile operating systems.

Knowledge, Skills, and Abilities

• Must be able to understand network environments that can contain routers, switches, firewalls, bridges, and modems.
• Possess knowledge of computer and mobile operating systems.
• Positive attitude, team player, good interpersonal communication skills, and able to work across company departments.
• Candidate must have professional and courteous phone and electronic communications presence.
• Candidate must have the ability to write simple correspondence, the ability to effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization.
• Customer service -- Knowledge of principles and processes for providing customer services. This includes customer needs assessments, meeting quality standards for services, and evaluation of customer satisfaction.
• Active listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Able to complete work assignments independently or with minimal supervision and guidance.
• Must be able to manage cases and time effectively.
• Must be detail oriented and proficient at multitasking.
• Strong adaptability and capacity to work in fast-paced environments.
• Employees must have a solid basic comprehension and application with using computers in an MS Windows environment.
• Must be able to type 45+ wpm.

Working Conditions and Physical Requirements

• Must be fluent in American Sign Language (ASL).
• Punctual and reliable attendance.
• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
• Ability to sign using ASL for extended periods of time.
• Ability to lift and move equipment 30-50lbs.
• Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required.
• At home employees require a high-speed internet connection and a confidential working space with a desk and chair.
• Workstation must have an Ethernet connection.

Disclaimer (DO NOT CHANGE)

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply at www.captioncall.com/careers

Apply at www.sorenson.com/careers

Equal Employment Opportunity:
CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.