Experienced Technical Help Desk Specialist for Customer Experience - Remote Opportunity in Senior-Focused Technology and Communication Services

Introduction to ClearCaptions and Our Mission

At ClearCaptions, we are driven by a profound passion for improving the lives of seniors and their caregivers through innovative communication solutions. Since our founding in 2011, our mission has been to enable seniors to lead more meaningful and independent lives by providing easy-to-use, cutting-edge technology. As a Federal Communications Commission (FCC)-certified telephone captioning provider, we adhere to the highest industry standards of privacy, security, and professionalism, recognizing the importance of maintaining the trust and confidence of our customers.

About the Role: Technical Help Desk Specialist

We are seeking an experienced and versatile Technical Help Desk Specialist to join our team in a fully remote capacity. This role is crucial in handling customer escalations, resolving complex technical issues, and providing exceptional support to our senior customer base. As a Technical Help Desk Specialist, you will be the bridge between our customers and our internal support teams, ensuring seamless communication and effective troubleshooting to drive customer satisfaction.

Key Responsibilities

• Utilize ITIL-based processes to manage incoming incidents, requests, and demands, ensuring timely resolution and accurate issue documentation.
• Analyze, troubleshoot, and implement fixes for complex technical issues with minimal escalation to Tier III support.
• Provide basic user training and support for off-the-shelf applications and office products, enhancing customer experience and proficiency.
• Perform remote system repair using remote tools, ensuring efficient and effective issue resolution.
• Maintain and update records and tracking databases, ensuring data accuracy and compliance with company policies.
• Collaborate with Tier III team members and departmental leadership to resolve emergent customer-impacting issues, demonstrating a proactive and customer-centric approach.
• Apply best practices and knowledge of internal or external business issues to improve products or services, driving continuous improvement and innovation.
• Meet departmental performance KPIs, goals, objectives, and responsibilities, ensuring alignment with company core values and mission.

Essential Qualifications

• Associate degree in Networking and Systems Administration or equivalent work experience, demonstrating a strong foundation in technical support and troubleshooting.
• Proven experience working for a communication company that supported an internet-based product, with a good technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
• Strong working knowledge of OS(s) including Windows, with experience utilizing network monitoring platforms or custom tools.
• 3-5 years of experience in a help desk environment, with a strong problem-solving, time management, flexibility, and communication skills.
• Ability to work flexible schedules, including weekends, and willingness to adapt to changing priorities and deadlines.
• Excellent verbal and written communication skills, presentation, and problem-solving skills, with experience in professional and business writing.
• Proficient in MS Office and modern communication tools for virtual teams, such as MS Teams, SLACK, and other virtual work platforms.

Preferred Qualifications

• Experience working with seniors or in a customer-facing role, demonstrating empathy and understanding of the needs and challenges of our customer base.
• Familiarity with Salesforce CRM and experience managing customer contacts, with a strong focus on data accuracy and compliance.
• Knowledge of product testing and quality assurance, with experience conducting product testing related to new and existing product categories.
• Certifications in ITIL, CompTIA, or other relevant technical certifications, demonstrating a commitment to ongoing learning and professional development.

Career Growth Opportunities and Learning Benefits

At ClearCaptions, we are committed to the growth and development of our team members. As a Technical Help Desk Specialist, you will have access to ongoing training and professional development opportunities, enabling you to enhance your skills and knowledge in technical support, customer experience, and communication services. Our collaborative and flexible work environment encourages innovation, creativity, and continuous learning, providing a platform for you to thrive and advance in your career.

Work Environment and Company Culture

Our 100% remote work environment offers the flexibility and autonomy to work from the comfort of your own home, with a provided headset for audio quality in our call center environment. We prioritize the well-being and safety of our team members, ensuring a healthy work-life balance and providing opportunities for socialization and connection through virtual team-building activities and events. Our company culture is built on the core values of Integrity, Accountability, Collaboration, Service, and Quality, fostering a positive, inclusive, and supportive work environment that encourages open communication, feedback, and growth.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $26.00 to $30.00, prospectively considering experience and geographical location. Our generous benefits program includes a range of perks and benefits, such as health insurance, retirement plans, and paid time off, designed to support the well-being and financial security of our team members. For more information, please visit our careers page at www.clearcaptions.com/careers.

Conclusion and Call to Action

If you are a motivated and customer-focused individual with a passion for technical support and communication services, we encourage you to apply for this exciting opportunity. As a Technical Help Desk Specialist at ClearCaptions, you will be part of a dynamic and innovative team dedicated to improving the lives of seniors and their caregivers. Don't miss this chance to join our friendly and collaborative team and contribute to our mission of providing exceptional customer experience and communication solutions. Apply today and take the first step towards a rewarding and challenging career with ClearCaptions!

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