Technical Support II

About the role

Provide customer service and technical assistance to installers and customers. Use technical and communication expertise to help users with CaptionCall products, quickly resolving issues reported to technical support. Document all relevant information and escalate new, unique, or unresolved issues to management.

Responsibilities

• Demonstrate solid proficiency in using computers in an MS Windows environment.
• Provide technical customer service assistance via phone and email.
• Instruct customers on installing CaptionCall devices through DSL and Cable network devices.
• Maintain strict confidentiality of highly sensitive information relating to CaptionCall employees and customers.
• Serve as frontline support for remote Captioning Agent employees using virtual private networks and virtual desktop infrastructure.
• Assist customers in setting up accounts for mobile application offerings.
• Troubleshoot various CaptionCall and mobile devices.
• Provide guidance on fundamental Bluetooth interactions for proper product use.
• Follow team processes to ensure compliance with company policies.
• Maintain strict consumer confidentiality.
• Complete other duties and projects as assigned.

Requirements

• Minimum: High School Diploma or GED.
• 1 year of experience working directly with customers.
• Proficient in reading, writing, and speaking English effectively via telephone, email, and other written communication.
• Comfortable and experienced in using the telephone for inbound calls.
• Detail-oriented and proficient at multitasking.
• Ability to manage reported cases from beginning to end and manage time effectively.
• Ability to patiently communicate complex technical issues and solutions in a manner accessible to an older demographic.
• Willingness to learn proprietary customer relationship management software and attendant processes.
• Comprehensive working knowledge of Microsoft Office, specifically Outlook.
• Typing speed of 45+ words per minute.
• 18 years or older.
• Punctual and reliable attendance.
• Ability to work day, night, and weekend shifts; flexibility preferred.
• Ability to sit and/or stand at a desk and work with a computer for extended periods.
• Ability to work closely with team members to communicate, troubleshoot, and resolve issues in Spanish and English.
• Positive attitude, team player, good interpersonal communication skills, and ability to work across company departments.

Schedule

Must be able to work day, night, and weekend shifts; flexibility preferred.