Experienced Videophone Customer Care Agent, Tier 2 - Remote - Enhancing Communication Access for Everyone

Introduction to Workwarp

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. At Workwarp, we believe that communication is the foundation of human connection, and we strive to make it accessible to everyone, regardless of their background or abilities.

Our Services and Impact

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. Our goal is to break down communication barriers and create a more inclusive world. By joining our team, you will be part of a movement that is changing the way people connect and interact with each other.

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. You will be the go-to person for complex issues, and your problem-solving skills will be essential in resolving customer complaints and concerns.

Key Responsibilities

• Serve as a key escalation point for Tier 1 support, offering solutions and exceptional service to ensure customer satisfaction and loyalty.
• Address a broad range of inquiries, including account management, new product installation, and technical challenges, providing timely and effective solutions.
• Advocate for our products, features, and services, enhancing customer experience and promoting our brand values.
• Offer support through various channels including email, videophone, live chat, ensuring accessibility for all customers and providing a personalized experience.
• Ensure compliance with regulatory standards, maintaining the highest level of service integrity and adhering to our company's policies and procedures.
• Assist with complex issues and overflow calls, showcasing problem-solving skills and a customer-centric approach.
• Support customers with product installations across diverse network devices, providing technical guidance and troubleshooting assistance.
• Adhere to department policies and contribute to team success through additional duties as needed, demonstrating flexibility and a willingness to learn.

Requirements and Qualifications

To be successful in this role, you will need to possess a combination of technical, communication, and interpersonal skills. The following requirements are essential:

• High School diploma or equivalent required; Associate degree or higher preferred, with a focus on customer service, communications, or a related field.
• At least two years of customer service experience; proficiency in network configurations and support for various operating systems preferred, with a strong understanding of technical concepts and troubleshooting techniques.
• Exceptional interpersonal and communication skills, with a focus on teamwork and cross-department collaboration, and the ability to work effectively with diverse stakeholders.
• Ability to work independently, managing time and tasks efficiently, and prioritizing multiple projects and deadlines.
• Detail-oriented with strong multitasking skills, and the ability to maintain accuracy and attention to detail in a fast-paced environment.
• Adaptability in fast-paced environments, with a proficiency in MS Windows and understanding of network components, and the ability to quickly learn new technologies and systems.
• Minimum typing speed of 45+ wpm, with excellent written and verbal communication skills, and the ability to communicate complex technical information in a clear and concise manner.
• Must be fluent in American Sign Language (ASL), with a strong understanding of Deaf culture and community, and the ability to provide culturally sensitive support and services.

Physical Requirements

The following physical requirements are essential for this role:

• Reliable attendance with flexibility for various shifts, including nights, weekends, and holidays, and the ability to work in a remote environment with minimal supervision.
• Comfortable with extended periods of computer use, sitting or standing, and using ASL, with the ability to maintain a high level of productivity and focus in a sedentary work environment.
• Ability to lift and move equipment weighing 30-50lbs, with the ability to perform physical tasks as required, and maintain a safe and healthy work environment.

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 and adhere to our company's policies and procedures regarding data protection and privacy.

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. As a Tier 2 Customer Support Specialist, you will have access to training and development opportunities, including:

• Comprehensive training programs to enhance your technical and customer service skills.
• Opportunities for career advancement and professional growth, with a clear path for progression and development.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service.
• Access to the latest technologies and tools, with the opportunity to work with innovative solutions and systems.
• A culture of continuous learning and improvement, with a focus on staying up-to-date with industry trends and best practices.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, empathy, and inclusivity. We believe in creating a work environment that is supportive, collaborative, and empowering, with a focus on delivering exceptional customer service and making a positive impact on our community. As a remote employee, you will be part of a virtual team that is connected by a shared passion for communication and customer service.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A comprehensive health insurance plan, with medical, dental, and vision coverage.
• A 401(k) retirement plan, with company matching contributions.
• Paid time off and holidays, with a generous leave policy and flexible scheduling.
• Opportunities for professional growth and development, with a focus on career advancement and continuous learning.
• A remote work environment, with the flexibility to work from home and maintain a healthy work-life balance.

Conclusion

If you are a motivated and customer-focused individual who is passionate about communication and customer service, we encourage you to apply for this exciting opportunity. As a Tier 2 Customer Support Specialist, you will be part of a team that is dedicated to delivering exceptional customer service and making a positive impact on our community. Don't miss this chance to join our team and take your career to the next level. Apply now and let's discuss how you can become a vital part of our success story.

Apply through our career page and take the first step towards a rewarding and challenging career with Workwarp. We are committed to equal employment opportunities and welcome applicants from diverse backgrounds. Join our team and be part of a movement that is changing the way people connect and interact with each other.