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About the Role
ZP Better Together, LLC is seeking a Customer Experience Team Member II to provide high-quality services and innovative products that break down communication barriers. This role is crucial in supporting our mission to ensure communication access is a right for the deaf and hard of hearing communities.
Responsibilities
- Assist, verify, and validate new and current customer documentation for the Telecommunication Relay Services User Registration Database (TRSURD).
- Prepare, review, and perform redaction of TRSURD documentation before submission.
- Support home-based users and small businesses using knowledge of H.323 and SIP.
- Test and evaluate network configurations to identify and resolve problems.
- Assist customers with connectivity issues.
- Advise customers on optimal product or service usage.
- Demonstrate product/service benefits to potential customers using technical skills.
- Utilize a consultative style to configure products and services for the customer's specific environment.
- Help customers solve problems during product installation.
- Support sales engineers with testing and documentation.
- Research common field issues.
- Support outreach representatives.
- Perform installations as needed.
- Provide top-level technical support for inbound callers.
- Resolve complex network, router, and firewall support issues.
- Stay informed about current video and technology trends.
- Support Cisco products, including routers, audio, and video devices.
- Perform assigned projects.
Requirements
- Ability to install, configure, operate, and troubleshoot most home-based routers.
- Willingness to work nights and weekends.
- Employees may experience physical demands for extended periods, including sitting, standing, walking, keying, viewing computer/videophone/cell phone, and lifting equipment.
- Position may require some travel.
Skills
- Knowledge and ability to use American Sign Language (ASL).
- Knowledge of Internet Video technology.
- Knowledge of H.323 and SIP.
- Proficient with all videophones on the market for the deaf.
- Working knowledge of network technology and applications like TCP/IP.
- Customer-facing communication skills.
- Knowledge of P, Cisco, and MAC platforms.
- Industry knowledge of firewalls, routers, and switches.
- Video conferencing technical knowledge (h.323, SIP, h.264).
- Excellent presentation skills.
- Excellent writing and grammar skills.
Location
- Remote
Work Type
- Full-time
Experience Level
- Two plus years of related experience with customer care
- Two plus years of technical troubleshooting experience with an emphasis on customer satisfaction
Education Level
- Bachelor’s degree in Information Technology or equivalent experience
- A+ Certification a plus
About the Company
- ZP Better Together, LLC is one of the nation's most extensive communication services for the deaf and hard of hearing communities.
- The Company is a leading provider of onsite interpreting services, video relay service, and video remote interpreting.
- The Company delivers a wide array of options designed to meet the unique communication needs of its customers.
- ZP Better Together, LLC's vision is to provide high-quality services with innovative products that break down communication barriers.
- We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.
- We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!
Equal Opportunity
- ZP Better Together, LLC is an Equal Opportunity Employer.