**Experienced Videophone Customer Care Agent, Tier 2 - Remote**

Are you passionate about delivering exceptional customer care and support? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex, a pioneering organization dedicated to enhancing communication access for everyone, 24/7/365. As a Videophone Customer Care Agent, Tier 2 - Remote, you'll play a crucial role in providing top-notch support and care to our customers and trainers nationwide.

• *About arenaflex**

arenaflex is a trailblazing organization that's revolutionizing the way people communicate. Our mission is to connect people every day, facilitating every conversation with precision and a touch of humanity. We take pride in creating meaningful human connections through our innovative solutions in communication technology. Our team is driven by a shared passion and commitment to excellence, making us leaders in our field.

• *Our Services**

We offer a range of innovative services, including a Video Relay Service (VRS) for the Deaf, who use American Sign Language (ASL), allowing seamless communication in their preferred language. Additionally, we provide cutting-edge captioned telephone services to ensure every conversation is effortlessly accessible.

• *Position Overview**

As a Tier 2 Customer Support Specialist, you'll be the go-to expert for escalated inquiries from Tier 1 support and manage accounts, ensuring a seamless experience for all. Your expertise will help users navigate technical challenges, offering guidance on our hardware, software, and network services to enhance customer satisfaction.

• *Key Responsibilities**

• Serve as a key escalation point for Tier 1 support, offering solutions and exceptional service.
• Address a broad range of inquiries, including account management, new product installation, and technical challenges.
• Advocate for our products, features, and services, enhancing customer experience.
• Offer support through various channels including email, videophone, live chat, ensuring accessibility for all customers.
• Ensure compliance with regulatory standards, maintaining the highest level of service integrity.
• Assist with complex issues and overflow calls, showcasing problem-solving skills.
• Support customers with product installations across diverse network devices.
• Adhere to department policies and contribute to team success through additional duties as needed.

• *Requirements**

• High School diploma or equivalent required; Associate degree or higher preferred.
• At least two years of customer service experience; proficiency in network configurations and support for various operating systems preferred.
• Exceptional interpersonal and communication skills, with a focus on teamwork and cross-department collaboration.
• Ability to work independently, managing time and tasks efficiently.
• Detail-oriented with strong multitasking skills.
• Adaptability in fast-paced environments, with a proficiency in MS Windows and understanding of network components.
• Minimum typing speed of 45+ wpm.
• Must be fluent in American Sign Language (ASL).

• *Physical Requirements**

• Reliable attendance with flexibility for various shifts, including nights, weekends, and holidays.
• Comfortable with extended periods of computer use, sitting or standing, and using ASL.
• Ability to lift and move equipment weighing 30-50lbs.

• *Commitment To Confidentiality**

This role requires access to sensitive and confidential information. It is crucial that the candidate possesses the highest level of integrity to maintain confidentiality.

• *What We Offer**

• Competitive salary
• Opportunity to work with a pioneering organization that's revolutionizing communication access
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package
• Flexible work arrangements, including remote work options

• *How to Apply**

If you're passionate about delivering exceptional customer care and support, we invite you to apply through our career page. We are committed to equal employment opportunities and welcome applicants from diverse backgrounds.

• *Take the Next Step**

Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.