Customer Experience Team Member II
About The Position
ZP Better Together, LLC is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay service and video remote interpreting, the Company delivers a wide array of options designed to meet the unique communication needs of its customers. Please view our website: www.purplevrs.com ZP Better Together, LLC' vision is to provide high-quality services with innovative products that break down communication barriers for its customers. We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters. We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!
Requirements
- Knowledge and ability to use American Sign Language (ASL) and Knowledge of Internet Video technology is a must.
- Bachelor's degree in Information Technology or equivalent experience
- Ability to install, configure, operate, and troubleshoot majority of home-based routers
- Working knowledge of appropriate network technology and network applications such as TCP/IP
- Two plus years of related experience with customer care
- Customer-facing communication skills
- Must be willing to work at nights and weekends.
- Knowledge of P, Cisco, and MAC platforms
- Industry knowledge of firewalls, routers, switches
- Two plus years of technical troubleshooting experience with an emphasis on customer satisfaction
- Video conferencing technical knowledge ( h.323, SIP, h.264 )
- Excellent presentation skills
- Excellent writing and grammar skills
Nice To Haves
- A+ Certification a plus
Responsibilities
- Assisting, verifying, and validating new and current customer's required documentation for the Telecommunication Relay Services User Registration Database (TRSURD).
- Preparing, Review, and perform redaction of the TRSURD documentation before the submission to the TRSURD Administrator.
- Uses knowledge of H.323, SIP to support home-based users and small businesses environment.
- Test and evaluates network configurations to eliminate problems and make improvements.
- Assist customers with connectivity issues
- Advise customers on how best to use the products or services provided.
- Use technical skills to demonstrate to potential customers how and why product/services suit the end user's needs better than competitor's products
- Using a "consultative" style to focus on customer's/client's particular environment and show how it best be configured for the products and services
- Help the customer solve any problems that arise during product installation.
- Proficient with all videophone on the market for the deaf
- Support sales engineer with testing and documentation
- Research patterns of common issues out in the field
- Support our outreach representative out in the field
- Installing as needed where an outreach installer may not be available
- Provide top level technical support for all inbound callers
- Resolve complex network, router and firewall support
- Keep abreast of current video and technology trends
- Support of Cisco products-routers, audio, and video devices.
- Perform on a or several project(s) assigned by the CET Center Management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Publishing Industries
