Provide prompt, professional, and empathetic customer support via video calls using American Sign Language, live chat, and email in written English to callers/clients of 360 Direct Video customers
Assist customers with troubleshooting, resolving issues, and answering questions about our products and services
Escalate complex issues to higher-level support or technical teams as needed while ensuring the client feels supported throughout the process
Educate clients on the use of our products, especially focusing on the features that cater to the Deaf and Hard of Hearing community
Offer guidance and support to clients in understanding how to access and utilize our services effectively
Maintain accurate and detailed records of customer interactions, issues, and resolutions in our CRM system
Provide feedback and insights to the Customer Support Manager on recurring issues, potential needs for uptraining, and/or potential improvements in the service process
Work closely with other customer support team members, product developers, and the Q&A team to ensure a seamless customer experience
Participate in regular team meetings, training sessions, and performance reviews
Adhere to company standards and protocols to ensure the highest quality of service

ASL Proficiency Interview (ASLPI) rating of 3 or higher, or willingness to undergo and pass screening by our Quality Assurance Manager
High school diploma or equivalent
1-2 years of experience in customer support, service, or a related field
Excellent communication skills, both in ASL and written English
Strong problem-solving skills and the ability to handle difficult situations with patience and professionalism
Basic computer skills, including familiarity with CRM systems and video communication platforms

Customer Service Representative

Key skills