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Customer Experience- Customer Support Representative-ii 🔥


Customer Support Representative II

We are looking for someone who wants to join a fast-paced growing company, is comfortable with change and has the flexibility to change priorities at a moment’s notice.

The Tier II Customer Support Specialist is an elevated designation for current Customer Support Representatives within ClearCaptions. As part of the ClearCaptions Career Path Program, the Tier II Specialist meets or exceeds the minimum requirements and assumes additional responsibilities as outlined below.

This role reports to the Manager, Customer Support and will be based out of a home office.

Responsibilities:
Inbound phone contacts will be the primary delivery of work as well as inbound email, text and/or Chat services.
  • Respond to and manage inbound customer inquiries on a daily basis.
  • Provide technical support to customers, perform root-cause analysis and provide resolutions to service interruptions.
  • Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
  • Meet weekly/ monthly metrics related to service level, performance and customer satisfaction.
  • Manage customer contacts within Salesforce.com’s CRM. Adhere to standard operating procedures for data capture.
  • Other duties will include general account maintenance such as updating customer records, features and usage questions while ensuring satisfaction with our service.
Additional Tier 2 Responsibilities:
  • Conducts training and mentoring for new hires within Customer Support. This includes shadowing, quality assurance reviews and technical troubleshooting processes.
  • Works 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 be engaged in product quality reporting.
Qualifications:
  • Closed a minimum of 250 Customer Support Cases.
  • Closed a minimum of 500 Retention Opportunities (if applicable).
  • Closed a minimum of 50 RMA Cases.
  • Possesses Technical Troubleshooting skills specific to “Tier II: ” connectivity, audio quality, firewall, feature configuration and ability to provide full customer training on all CC devices/products.
  • Have experience in conducting product testing such as “test calls” and/or in-home testing.
  • Demonstrates each of the following ClearCaptions service values: One-Touch service, effectively utilizing resources, project support, teamwork, professionalism.
Physical Requirements:
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 screen requiring close vision (80%)
Work Environment:
Work is performed in a home office environment.

Compensation:
A competitive compensation package will be offered to successful candidates.

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