Note: The job is a remote job and is open to candidates in USA. Convo Communications LLC is the world’s largest Deaf-owned company, dedicated to transforming lives through effective communication. The Customer Support Specialist plays a crucial role in providing assistance to customers, resolving issues, and ensuring a high level of customer satisfaction.
Responsibilities
- Provides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChat
- Provides general support and resolutions for customer-related concerns
- Assist customers with the registration process
- Accurately document all customer actions taken during the issue resolution process
- Ensure all customers are keenly aware of all products and unique features
- Respond to all customer complaints and concerns with urgency, professionalism and attention to detail
- Provide proactive support to customers by anticipating their support needs before they occur
- Assist with marketing related activities as needed
- Assist sales with call and email campaigns around new personal user sign-ups as time permits
- Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction
Skills
- High school diploma or equivalent required
- Intermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required
- Ability to think critically and act decisively in high-pressure or dynamic environments
- Skilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets)
- Sound judgment and excellent problem-solving skills
- A positive attitude and the ability to build relationships with clients
- The flexibility to work irregular hours, when required
- Superb written and verbal communication skills
- Fluency in American Sign Language required
- Must have minimum network speed of 20 MBPS Upload/Download if working from home
- Associates or Bachelor's degree from an accredited college or university highly preferred
- 1-3 years experience in a customer service role is preferred
Company Overview
Convo Communications provides video relay services vrs technologies that enable phone conversations for the deaf and hard of hearing. It was founded in 2009, and is headquartered in Austin, Texas, USA, with a workforce of 501-1000 employees. Its website is https://convorelay.com/.