Customer Experience - Technical Help Desk Specialist (100% Remote)

at  ClearCaptions LLC

Do you enjoy working with the senior community?
ClearCaptions
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.

POSITION SUMMARY:

The Technical Help Desk Specialist handles customer escalations from Tier I personnel, direct sales, technicians, and direct end-user customers to resolve complex problems through effective troubleshooting, coordination, and facilitation with other support teams.
This is a Remote/Work from Home position reporting to the CEX Manager.

QUALIFICATIONS:

• Associate degree in Networking and Systems Administration or equivalent work experience.
• Must have worked for a communication company that supported an internet based product
• Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP /IP, and DHCP.
• Strong working knowledge of OS(s) including Windows.
• 3-5 years of experience with help desk in a professional environment.
• Experience utilizing network monitoring platforms or custom tools.
• Willingness to work flexible schedules including weekends.
• Requires strong problem solving, time management, flexibility, and communication skills.
• Must have the ability to multi-task, organize and document many tasks at one time.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Experience in professional and business writing.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms)

• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier III support.
• Providing basic user training in support of off-the-shelf applications and office products.
• Performing remote system repair using remote tools (cobrowse).
• Maintaining and updating records and tracking databases.
• Collaborating with Tier III team members and departmental leadership to resolve emergent customer impacting issues.
• Using best practices and knowledge of internal or external business issues to improve products or services.
• Meeting departmental performance KPIs, goals, objectives, and responsibilities.
• Escalates, monitors, tracks, and reports on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation.
• Demonstrates ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
• Establishes and maintains effective relationships with customers and appropriate follow-up.
• Demonstrates knowledge and application of company policies and procedures while applying sound judgment within scope of support.
• Conducts product testing related to new and existing product categories.
• Manages customer contacts within Salesforce CRM; adheres to standard operating procedures for data capture.
• Other duties and responsibilities as assigned.