[Remote] Customer Support Specialist

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.ResponsibilitiesProvides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChatProvides general support and resolutions for customer-related concernsAssist customers with the registration processAccurately document all customer actions taken during the issue resolution processEnsure all customers are keenly aware of all products and unique featuresRespond to all customer complaints and concerns with urgency, professionalism and attention to detailProvide proactive support to customers by anticipating their support needs before they occurAssist with marketing related activities as neededAssist sales with call and email campaigns around new personal user sign-ups as time permitsPassionate brand ambassadors who are willing to go the extra mile to ensure customer satisfactionSkillsHigh school diploma or equivalent requiredIntermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot requiredAbility to think critically and act decisively in high-pressure or dynamic environmentsSkilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets)Sound judgment and excellent problem-solving skillsA positive attitude and the ability to build relationships with clientsThe flexibility to work irregular hours, when requiredSuperb written and verbal communication skillsFluency in American Sign Language requiredMust have minimum network speed of 20 MBPS Upload/Download if working from homeAssociates or Bachelor's degree from an accredited college or university highly preferred1-3 years experience in a customer service role is preferredCompany OverviewConvo 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/.



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