Customer Care Agent

Responsibilities

• Respond promptly and empathetically to inbound calls, emails, and text message inquiries from Aira users.
• Provide guidance and assistance regarding billing, subscription plans, and any questions about Aira's products and services.
• Aid users with technical issues related to the Aira app or equipment, ensuring a smooth and seamless experience during their interactions.
• Educate new users on how to effectively use the Aira platform, explaining its features, functionalities, and best practices.
• Maintain detailed and accurate records of user interactions, ensuring all information is logged in the CRM system to track and manage customer issues effectively.
• Collaborate with other Customer Care team members, sharing insights and collaborating to provide consistent and exceptional support.
• Be the voice of the users within the company, conveying feedback and suggestions to the product and development teams to continuously improve the Aira platform.
• Participate in quality assurance activities to ensure service excellence and adherence to Aira's standards.

Requirements

• Minimum 2 years of customer service experience.
• High school diploma or equivalent is required. Additional education or certifications in customer service or related fields are a plus.
• Experience working with people with disabilities or with accessibility technology, including full range of accommodations used by the blind and low vision community (e.g. JAWS).
• Excellent verbal and written communication skills are essential for effectively assisting users and conveying information clearly.
• Demonstrated ability to empathize with users and remain patient during challenging situations.
• Basic understanding of smartphones, applications, and other technology-related devices is preferred.
• Strong analytical skills to identify and resolve user issues effectively.
• Ability to work in a fast-paced environment and adapt to changing priorities and customer needs.
• Willingness to collaborate with colleagues and contribute to a positive team atmosphere.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as call center operations may require. Weekends will be required.
• Proficiency in additional languages (French Canadian and Spanish) is a plus, as Aira serves a diverse user base.
• Maintain regular and consistent attendance.

Benefits

• 100% remote work - always was, always will be.
• Maximum of 40 Hours
• Supportive, integrated team environment with ongoing training opportunities.
• Paid training

About the role

Aira is a leading innovator in assistive technology, dedicated to empowering individuals with visual impairments to live more independently and confidently. As a Customer Care Representative, you will play a crucial role in providing exceptional support to our users, who are blind or have low-vision, as they navigate their day-to-day activities using our innovative platform.