Job description

More than 48 million Americans have some form of hearing loss. ClearCaptions service and equipment removes communication obstacles through its commitment to making lives better and adhering to the belief that every word matters. As a Federal Communications Commission (FCC) certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security and professionalism on all of our captioning calls. ClearCaptions is dedicated to developing fast, easy and life-changing communications for hard-of-hearing individuals.

Customer Experience - Customer Support Representative

The Customer Support Representative will work in a customer service environment responding to inbound technical/ troubleshooting contacts, installation assistance and general inquiries related to our caption service. This includes device setup, testing and account maintenance.
This role reports to the Customer Support Manager and will be based virtually across the United States.

Responsibilities:
Inbound/Outbound phone contacts will be the primary delivery of work as well as inbound email, text and/or Chat services.

• Respond to and manage inbound customer inquiries daily.
• Provide technical support to customers, perform root-cause analysis, and provide resolutions to service interruptions.
• Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
• Meet weekly/ monthly metrics related to service level, performance, and customer satisfaction.
• Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
• Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service.

Qualifications:
The qualified candidate will have experience in verbally explaining complex information in concise terms to non-technical customers.

Must Have:

• Customer Service experience
• Ability to clearly communicate with a wide variety of customers.
• Ability to troubleshoot and identify issues over the phone.
• Good interpersonal skills and a team player.
• Logical thinker who can follow standard operating procedures.
• Ability to problem solve with limited information.
• Positive attitude and a willingness to learn and grow.
• High school diploma or equivalent required / college degree a strong plus.

Nice to Have:

• Previous contact center experience
• Customer Support/Technical Support experience in a service environment.
• Working knowledge of internet connections (cable/ DSL), routers, modems, and telephones.

Great to Have:

• Familiarity with Salesforce and Salesforce tools
• Experience with or some working knowledge of analog phones (land line).
• Experience in the IP/CTS Field

Physical Requirements:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing and walking (70%)
• Keyboarding (80%)
• Viewing computer monitor, tablet and cell phone screen requiring close vision (80%)

Work Environment:
Work is performed in a work from home environment.

Compensation:
A competitive compensation package will be offered to successful candidates.

Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.

Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications
required of employees to this job.

ClearCaptions is an equal opportunity, at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

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