Customer Service Representative

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🕒 March 19

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360 Direct Access

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

💰 Non equity assistance on 2024-06

B2B • SaaS • Artificial Intelligence

360 Direct Access is a Deaf-led accessibility company that provides sign language contact center support, staffing, and accessible communication technology for businesses. They offer AI-powered, video-based customer support with sign-language-fluent representatives and a WebRTC-based platform designed by native Deaf users that requires no downloads. 360 Direct Access helps organizations improve access for Deaf, DeafBlind, DeafDisabled, and hard-of-hearing customers and employees, reducing call times and boosting customer retention, brand equity, and inclusivity.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Supportive and collaborative environment • Opportunities for growth and development