Customer Support Specialist

About Convo Communications LLC

Founded in March 2009, Convo is the world’s largest Deaf-owned company, with hundreds of colleagues serving communities across multiple countries and sign languages. We exist because conversations transform lives. By giving Deaf people direct control over how and when they connect, Convo unlocks access at the moment it’s needed. Reducing the experience deprivation many Deaf individuals face and creating meaningful, everyday impact for Deaf communities and the people around them.

About the role

The Customer Support Specialist is responsible for answering customer queries and resolving issues via appropriate channels, maintaining knowledge of our products and services, obtaining customer feedback, and providing training to new hires.  Demonstrates excellent time management skills and is passionate about customer service.

What you'll do

• Provides timely front-line support to customers (workplaces and individuals) through Video Phone  (VP), Video Chat, SMS, E-Mail, and LiveChat
• Provides general support and resolutions for customer-related concerns 
• Assist customers with the registration process
• Accurately document all customer actions taken during the issue resolution process
• Ensure all customers are keenly aware of all products and unique features
• Respond to all customer complaints and concerns with urgency, professionalism and attention to  detail
• Provide proactive support to customers by anticipating their support needs before they occur 
• Assist with marketing related activities as needed 
• Assist sales with call and email campaigns around new personal user sign-ups as time permits 
• Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction

Qualifications

Minimum Requirements 

• High school diploma or equivalent required. Associates or Bachelor’s degree from an accredited college or university highly preferred
• Intermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required
• 1-3 years experience in a customer service role is preferred
• Ability to think critically and act decisively in high-pressure or dynamic environments
• Skilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets)
• Sound judgment and excellent problem-solving skills
• A positive attitude and the ability to build relationships with clients
• The flexibility to work irregular hours, when required
• Superb written and verbal communication skills
• Fluency in American Sign Language required

Additional Requirements

• Must have minimum network speed of 20 MBPS Upload/Download if working from home
• Occasional <10% out of town travel to support events