Job Title: Technical Support Tier II

Reports to: Customer Experience Manager

Department: CEX

Who we are:
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls. For more information, visit clearcaptions.com.

This is a Remote/Work from Home position reporting to the Customer Experience Manager.

Position Summary:
The Tier II Customer Support Representative handles escalations from Tier I personnel, territory managers, technicians, and direct end-user customers to resolve complex problems through effective troubleshooting, coordination, and facilitation with other support teams.

What you will do:

• Inbound phone contacts will be the primary delivery of work as well as inbound email, text and/or Chat services.
• Communicates clearly with customers while tactfully educating them on ClearCaptions services and operation of equipment.
• Escalates, monitors, and tracks problems in appropriate trouble management systems to ensure timely resolution.
• Demonstrates ownership in troubleshooting and resolving technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner.
• Establishes and maintains effective relationships with customers. Effectively gains the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
• This position works independently, and seeks Team Lead or Manager support when necessary, with a strong emphasis on high customer satisfaction.
• Demonstrates knowledge and application of company policies and procedures while applying sound judgment within scope of support.
• Conducts training and mentoring for new hires within Customer Support. This may include shadowing, quality assurance reviews and technical troubleshooting processes.
• Will work directly with Quality Assurance to provide voice of the customer data capture and replication of known quality issues.
• Conducts product testing related to new and existing product categories. From conducting Test Calls to Beta-testing new applications, the Tier II Representative will also be engaged in product quality reporting.
• Meets weekly/ monthly metrics related to service level, performance, and customer satisfaction.
• Manages customer contacts within Salesforce CRM; adheres to standard operating procedures for data capture.
• Other duties and responsibilities as assigned

The kind of people we look for:

• Versatile people who thrive on variety and challenge.
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills.

Qualifications:

• Minimum 1-year experience in a call center environment, preferably in a Technical or Customer Support role.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Listening, analytical, verbal, and written communications skills required.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Must be able to easily identify and articulate complex ideas and issues and give clear direction to customers.
• Strong Customer Service experience with an emphasis on first call resolution.
• Demonstrates ability to achieve established goals and performance metrics.
• Must be able to work in a fast-paced, structured, and dynamic environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions.
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
• Possesses technical troubleshooting skills specific to: WAN/ LAN connectivity, PSTN and VoIP, network firewalls, familiar with Android and iOS and ability to provide full customer training on all CC devices/products.
• Effective coaching and mentoring skills.
• Must be flexible to work different shifts which may include evenings and weekends, and overtime when needed.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).

Physical Demands & Work Environment:
Primary functions require the ability to communicate over the phone and in person effectively and clearly with individuals suffering from hearing loss. Must use provided headset for audio quality in our call center environment. Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone and keyboard and monitor requiring close vision; occasionally stoop, bend, crouch, reach, twist, and grasp, may lift and move equipment/boxes up to 10 pounds.

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 requiring close vision (80%).
• May lift or move boxes (up to 10 pounds).

100% Remote: Work environment is at home.

Compensation:
$19.00/hr to $22.00/hr with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information in 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 do this job.


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