Simply put, CapTel, Inc. is in the business of helping people. We provide captioned telephones with live captions to assist people with hearing loss, a service that has transformed the lives of thousands of people nationwide. If you want to help provide support to our customers using this life-changing service, while enjoying a flexible schedule, great benefits, and a "feel good" job, check us out. You'll be glad you did!

Positions are full-time, first or second shift, 40 hours per week. We offer a starting hourly wage of $19.50/hour with a $1.50/hour shift premium for weekend (Saturdays and Sundays) and evening hours (7:00 PM - 10:00 PM). Absent undue hardship, CapTel, Inc. will make reasonable accommodations for religious beliefs and individuals with disabilities. Our Customer Service Call Center operates seven days per week between the hours of 7:00 AM - 10:00 PM.

NOTE: These positions will be performed remotely, must reside in-state.

Job Summary: Responsible for providing quality customer service/technical support to individuals using or interested in the CapTel captioned telephone products and service.

Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and demonstrate the stated requirements. Job duties may change as different needs are determined.

• Provide direct service support to customers verbally and in writing on a daily basis via email, fax, mail and phone by answering questions that may arise regarding the CapTel products and captioning service.
• Provide education, troubleshooting and any necessary follow up to customers regarding questions received and report findings to appropriate staff.
• Provide technical assistance to help with remote set-up of CapTel technology with equipment used in a home or office networking environment such as modems, routers, switches, wireless equipment, and power-line network adapters.
• Document all contacts from customers in the Customer Service Database and other established reporting formats creating customer case documentation. Collaborate on case management with the appropriate management personnel.
• Document patterns and trends identified during troubleshooting and bring this detail to your supervisor’s attention.
• Provide input on development of consumer support materials that aid in orientation and continued use of CapTel products and service.
• Conduct monthly follow-ups with customer contacts to gauge customer satisfaction and confirm resolution.

Requirements: The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma/GED Equivalent required, secondary education desired. Study in Communications, Technology, Sociology, Social Work, English/Literature, hearing loss, and similar people helping fields is helpful, but not required.
• Knowledge about different types of phone services available, as well as familiarity with basic home networking is preferred, but not required.
• Strong oral and written skills to communicate with customers via mail/email, fax, Live Chat and phone by voice/CapTel. The majority of contacts are by phone, but there is a lot of writing for case entry and correspondence with customers.
• Ability to troubleshoot and explain the set-up and use of CapTel technology once trained on the product. Aptitude and willingness to learn and support new technology is required.
• Ability to work with varying individuals objectively with a calm, relaxed demeanor and make judgment calls and decisions on-the-spot.
• Good typing skills and working knowledge of Microsoft Office tools and email use is required.
• Ability to multi-task and handle multiple ongoing projects at the same time in a fast-paced work environment.
• Ability to follow-through on all daily tasks in a timely manner.
• Must possess a strong work history of punctuality and good attendance.
• Strong accuracy to detail/data entry for case management and documentation purposes.
• Desire to assist individuals with hearing loss/individuals with disabilities and the technology they use.
• Spanish language fluency desired, but not required.

All qualified applicants will receive considerations for employment without regard to sex, race, color, national origin or ancestry, age, disability, marital/veteran/student status, physical appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, a less than honorable discharge from the military, etc. and any other status protected by federal, state or local law and regulations.