Hiring a Customer Support Rep, 100% Remote

Website Clear Captions

The Customer Support Representative will work in a customer service environment responding to inbound technical/ troubleshooting contacts, installation assistance and general inquiries related to our caption service. This includes device setup, testing and account maintenance.

This role reports to the Customer Support Manager and will be based virtually across the United States.


Inbound/Outbound phone contacts will be the primary delivery of work as well as inbound email, text and/or Chat services.

  •  Respond to and manage inbound customer inquiries daily.
  • Provide technical support to customers, perform root-cause analysis, and provide resolutions to service interruptions.
  • Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
  • Meet weekly/ monthly metrics related to service level, performance, and customer satisfaction.
  • Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
  • Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our services.

The qualified candidate will have experience in verbally explaining complex information in concise terms to non-technical customers.

Must Have:

  • Customer Service experience
  • Ability to clearly communicate with a wide variety of customers.
  • Ability to troubleshoot and identify issues over the phone.
  • Good interpersonal skills and a team player.
  • Logical thinker who can follow standard operating procedures.
  • Ability to problem solve with limited information.
  • Positive attitude and a willingness to learn and grow.
  • High school diploma or equivalent required / college degree a strong plus.

Nice to Have:

  •  Previous contact center experience
  • Customer Support/Technical Support experience in a service environment.
  • Working knowledge of internet connections (cable/ DSL), routers, modems, and telephones.

Great to Have:

  • Familiarity with Salesforce and Salesforce tools
  • Experience with or some working knowledge of analog phones (land line).
  • Experience in the IP/CTS Field

Physical Requirements:

Employees may experience the following physical demands for extended periods of time:

  • Sitting, standing and walking (70%)
  • Keyboarding (80%)
  • Viewing computer monitor, tablet and cell phone screen requiring close vision (80%)

Work Environment:

Work is performed in a work from home environment.


A competitive compensation package will be offered to successful candidates.

JOB URL: https://us62e2.dayforcehcm.com/CandidatePortal/en-US/clearcaptions/Posting/View/6256

To apply for this job please visit us62e2.dayforcehcm.com.


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