Job Summary

Responsible for providing quality customer service/technical support to individuals using or interested in CapTel products and service.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  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 regular phone by answering questions that may arise regarding the CapTel product, captioning service or maintenance.
• Provide resource education sharing, troubleshooting and any necessary follow up to customers regarding technical support questions received and document results.
• Provide technical assistance to help with set up of CapTel technology with equipment used in a home or office networking environment.
• Document all contacts from customers in the Customer Service Database and other established reporting formats. Share case management with the appropriate management personnel.
• Enter and maintain general records of customer related data in the Customer Service Database and other files.
• Provide input on development of consumer support materials that aid in orientation and continued use of CapTel products and service.

Requirements:

• Strong oral and written skills to communicate with customers via email, fax, in person and phone by voice/CapTel and TTY.
• Ability to troubleshoot and explain to others set up and use of new technology once trained on the product.  Aptitude to learn new technology.
• Experience with and ability to troubleshoot general computer set up and home networking configuration.
• Ability to work with a wide range of individuals objectively with a calm, relaxed demeanor and make judgment calls and decisions on the spot.
• Good working knowledge of Microsoft WORD and email use (required); Ability to use Excel (preferred).
• Ability to multi-task and handle multiple ongoing projects at the same time in a fast paced work environment.
• Good follow through on daily tasks in a timely manner.
• Strong accuracy to detail/data entry.
• Efficient use of time with good organizational skills.
• Technical support schooling (desired but not required).
• Knowledge of or exposure to individuals with hearing loss and the technology they use (desired but not required).

• Job location: Madison, WI
• Current office hours are Monday – Friday, 8 a.m. – 5 p.m