Customer Care Agent

Aira

1d•Remote

About The Position

Aira, a leading innovator in assistive technology, is seeking enthusiastic and compassionate individuals to join our Customer Care team. 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. At Aira, we are dedicated to empowering individuals with visual impairments to live more independently and confidently. As Customer Care Representative, you will be at the forefront of delivering exceptional support and enhancing the lives of our Explorers. If you are passionate about making a difference and have a heart for customer service, we invite you to join our team and be part of a mission-driven organization.

Requirements

Minimum 2 years of customer service experience
High school diploma or equivalent is required.
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.
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.

Nice To Haves

Additional education or certifications in customer service or related fields are a plus.
Basic understanding of smartphones, applications, and other technology-related devices is preferred.
Proficiency in additional languages (French Canadian and Spanish) is a plus, as Aira serves a diverse user base.

Responsibilities

Respond promptly and empathetically to inbound calls, emails, and text message inquiries from Aira users.
Provide guidance and assistance regards to billing, subscription plans, and any questions about Aira’s products and services.
Assist 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.
Work closely 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.
Maintain regular and consistent attendance.