Technical Support II

Job Title

Job Summary

Provide customer service and technical assistance to installers and customers. Use technical and communication expertise to help users with Caption Call 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.

Essential Duties and Responsibilities

• Must have and demonstrate a solid proficiency in using computers in an MS Windows environment.
• Provide technical customer service assistance to customers through phone and email.
• Be able to instruct our customers in installing Caption Call devices through DSL and Cable network devices.
• Technical Support has access to highly confidential, sensitive information relating to the employees of Caption Call. Applicants must possess the requisite integrity to maintain the information in the strictest confidence.
• Assist our IT/Desktop service group with being the frontline support for our remote Captioning Agent employees using virtual private networks and virtual desktop infrastructure.
• Must be able to assist our customers in setting up accounts to take advantage of our mobile application offerings.
• Must be able to assist customers in troubleshooting various Caption Call and mobile devices.
• Must be trained in fundamental Bluetooth interactions to assist customers with the proper use of our products.
• Must closely follow team processes to ensure compliance with company policies
• Agree to and maintain strict consumer confidentiality.
• Completion of other duties and projects as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements:
Less than 25%

Education

Minimum:
High School Diploma or GED

Experience

Minimum Years of

Experience:

1 year of experience working directly with customers

Knowledge, Skills, and Abilities

• 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 computer with Microsoft Office, specifically Outlook.
• Must be able to type 45+ wpm.

Working Conditions and Physical Requirements

• Must be 18 years or older.
• Punctual and reliable attendance.
• Must be able to work day, night and weekend shifts, and flexibility preferred.
• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
• 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.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and Caption Call. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Equal Employment Opportunity:

Caption Call and Sorenson Communications are an EOE, Disability/Age Employer.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson's impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.