Telephone Customer Care Agent Tier II

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.

We achieve great things together working "The Sorenson Way" with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

Job Summary

Telephone Customer Care Tier 2 Agents are responsible for answering calls through phone from Sorenson trainers and customers nationwide as well as take escalated calls from Tier 1 Agents. Duties include account management, providing technical assistance and training on hardware, software, and network-related issues to achieve a high-level of customer satisfaction.

Essential Duties and Responsibilities

• Act as the first point of escalation for Tier I Agents.
• Assist with overflow calls and handle complex issues.
• Assist customers with installing products on home network devices.
• Provide support to existing and potential customers with a range of answers to questions including but not limited to accounts, new product installation, and technical questions.
• Promote company products, features, and services.
• Provide a friendly and supportive customer experience.
• Resolve issues received through email, telephone, chat, and other contact methods.
• Provide support for the functionality and features of all applicable products and services.
• Follow department policies and procedures.
• Ensure compliance with FCC regulatory requirements related to the service.
• Complete other duties and projects as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements: Less than 25%

Education

Minimum required: High School Diploma or GED

Preferred: 2 year / Associate Degree

Experience

Two years of Customer service or equivalent experience

One year of installing and configuring wired and wireless networks

One year of supporting desktop and mobile operating systems

Knowledge, Skills, and Abilities

• Must be able to understand network environments that can contain routers, switches, firewalls, bridges, and modems.
• Possess knowledge of computer and mobile operating systems.
• Fluent in spoken English, with the ability to speak and hear clearly.
• Knowledge of American Sign Language (ASL) is a plus.
• Have professional and courteous phone and electronic communications presence.
• Ability to write simple correspondence and effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization.
• Customer service -- Knowledge of principles and processes for providing customer services. This includes customer needs assessments, meeting quality standards for services, and evaluation of customer satisfaction.
• Active listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Able to complete work assignments independently or with minimal supervision and guidance.
• Must be able to manage cases and time effectively.
• Must be detail oriented and proficient at multitasking.
• Strong adaptability and capacity to work in fast-paced environments.
• Employees must have a solid basic comprehension and application with using computers in an MS Windows environment.
• Must be able to type 45+ wpm.
• Positive attitude, team player, good interpersonal communication skills, and able to work across company departments.

Working Conditions and Physical Requirements

• Punctual and reliable attendance.
• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
• Ability to lift and move equipment 30-50lbs.
• Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required.
• At home employees require a high-speed internet connection and a confidential working space with a desk and chair.
• Workstation must have an Ethernet connection.

Disclaimer

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

Apply today! www.sorenson.com/company/careers/

Equal Employment Opportunity:

Sorenson Communications is an EOE, Disability/Age Employer.