Customer Experience Team Member II

Jobtailor

Illinois

On-site

USD 42,000 - 68,000

Full time

6 days ago

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Job summary

Jobtailor is seeking a skilled technical support professional with expertise in telecommunication relay services. The role focuses on assisting and validating user documentation, evaluating network configurations, and supporting customers using H.323 and SIP protocols.

Strong communication and problem-solving abilities are essential. The position involves redacting documentation, providing top-level support for videophones used by deaf customers, and collaborating with outreach teams to resolve

Qualifications

Must have strong technical support background in telecommunications or networking.
Ability to verify and redact customer documentation accurately.
Proficient in troubleshooting network configurations and connectivity issues.

Responsibilities

Assist, verify, and validate customer documentation for TRSURD.
Prepare, review, and redact TRSURD documentation before submission to the TRSURD Administrator.
Support home-based users and small businesses using H.323 and SIP knowledge.
Test and evaluate network configurations to eliminate problems and improve setups.
Assist customers with connectivity issues and advise on product use.
Provide top-level technical support for inbound callers and video devices.

Skills

Technical Support

Customer Facing

Communication

Problem Solving

Education

A+ Certification

Tools

Cisco Routers

Audio Devices

Video Devices

PC Platforms

Mac Platforms

Job description

Requirements

Assist, verify, and validate customer documentation for the Telecommunication Relay Services User Registration Database (TRSURD)
Prepare, review, and redact TRSURD documentation before submission to the TRSURD Administrator
Support home-based users and small businesses using H.323 and SIP knowledge
Test and evaluate network configurations to eliminate problems and make improvements
Assist customers with connectivity issues
Advise customers on effective use of company products and services
Demonstrate how products and services meet end-user needs better than competitors
Use a consultative approach to configure products and services for customer environments
Resolve problems during product installation
Provide technical support for videophones used by deaf customers
Support the sales engineer with testing and documentation
Research common field issues
Support outreach representatives in the field
Install equipment when outreach installers are unavailable
Provide top-level technical support for inbound callers
Resolve complex network, router, and firewall issues
Keep current with video and technology trends
Support Cisco routers, audio devices, and video devices
Perform projects assigned by CET Center Management

Core Competencies

Demonstrates expertise in technical support for telecommunication relay services, with a strong focus on customer satisfaction and effective communication. Proficient in troubleshooting network configurations and providing solutions for videophones and related technologies.

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