Technical Support II

CaptionCall by Sorenson•Murray, UT

4d•$32,000 - $53,200•Onsite

About The Position

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

Requirements

Must have and demonstrate a solid proficiency in using computers in an MS Windows environment.
Must possess the requisite integrity to maintain highly confidential, sensitive information in the strictest confidence.
Must be able to read, write, and speak English effectively through telephone, email, and other written communication.
Must be comfortable and experienced in using the telephone to take inbound calls.
Must be detail-oriented and proficient at multitasking.
Must be able to manage reported cases from beginning to end and manage time effectively.
Must be able to patiently communicate complex technical issues and solutions in a manner accessible to an older demographic.
Must be willing to learn proprietary customer relationship management software and attendant processes.
Must have a comprehensive working knowledge of using computers with Microsoft Office, specifically Outlook.
Must be able to type 45+ wpm.
Must be 18 years or older.
Punctual and reliable attendance.
Must be able 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 able to work across company departments.

Nice To Haves

Flexibility in working day, night, and weekend shifts is preferred.

Responsibilities

Provide technical customer service assistance to customers through phone and email.
Instruct customers in installing CaptionCall devices through DSL and Cable network devices.
Assist the IT/Desktop service group with being the frontline support for remote Captioning Agent employees using virtual private networks and virtual desktop infrastructure.
Assist customers in setting up accounts to take advantage of mobile application offerings.
Assist customers in troubleshooting various CaptionCall and mobile devices.
Assist customers with the proper use of our products, including fundamental Bluetooth interactions.
Closely follow team processes to ensure compliance with company policies.
Maintain strict consumer confidentiality.
Completion of other duties and projects as assigned.