Are you passionate about delivering exceptional customer care and support? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex, a pioneering organization dedicated to enhancing communication access for everyone, 24/7/365. As a Videophone Customer Care Agent, Tier 2 - Remote, you'll play a crucial role in providing top-notch support and care to our customers and trainers nationwide.
**About arenaflex**
arenaflex is a trailblazing organization that's revolutionizing the way people communicate. Our mission is to connect people every day, facilitating every conversation with precision and a touch of humanity. We take pride in creating meaningful human connections through our innovative solutions in communication technology. Our team is driven by a shared passion and commitment to excellence, making us leaders in our field.
**Our Services**
We offer a range of innovative services, including a Video Relay Service (VRS) for the Deaf, who use American Sign Language (ASL), allowing seamless communication in their preferred language. Additionally, we provide cutting-edge captioned telephone services to ensure every conversation is effortlessly accessible.
**Position Overview**
As a Tier 2 Customer Support Specialist, you'll be the go-to expert for 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.
**Key Responsibilities**
* Serve as a key escalation point for Tier 1 support, offering solutions and exceptional service.
* Address a broad range of inquiries, including account management, new product installation, and technical challenges.
* Advocate for our products, features, and services, enhancing customer experience.
* Offer support through various channels including email, videophone, live chat, ensuring accessibility for all customers.
* Ensure compliance with regulatory standards, maintaining the highest level of service integrity.
* Assist with complex issues and overflow calls, showcasing problem-solving skills.
* Support customers with product installations across diverse network devices.
* Adhere to department policies and contribute to team success through additional duties as needed.
**Requirements**
* High School diploma or equivalent required; Associate degree or higher preferred.
* At least two years of customer service experience; proficiency in network configurations and support for various operating systems preferred.
* Exceptional interpersonal and communication skills, with a focus on teamwork and cross-department collaboration.
* Ability to work independently, managing time and tasks efficiently.
* Detail-oriented with strong multitasking skills.
* Adaptability in fast-paced environments, with a proficiency in MS Windows and understanding of network components.
* Minimum typing speed of 45+ wpm.
* Must be fluent in American Sign Language (ASL).
**Physical Requirements**
* Reliable attendance with flexibility for various shifts, including nights, weekends, and holidays.
* Comfortable with extended periods of computer use, sitting or standing, and using ASL.
* Ability to lift and move equipment weighing 30-50lbs.
**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.
**What We Offer**
* Competitive salary
* Opportunity to work with a pioneering organization that's revolutionizing communication access
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Comprehensive benefits package
* Flexible work arrangements, including remote work options
**How to Apply**
If you're passionate about delivering exceptional customer care and support, we invite you to apply through our career page. We are committed to equal employment opportunities and welcome applicants from diverse backgrounds.
**Take the Next Step**
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.