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August 21, 2006

Customer Care Representative II (Bi-Lingual: Spanish)

From: Hands On Services - Aug 20, 2006


Position: Customer Care Representative II (Bi-Lingual: Spanish)

Under supervision of the Customer Care Supervisor, The Customer Care Representative II will provide high levels of customer service and technical support for English speaking and Spanish speaking customers.

The Customer Care Representative II (CCR II) will be required to work constructively and cheerfully in an environment that may be stressful due to adversarial situations resulting from customer’s frustrations. The CCR II is required to participate in more than one assignment at a time with frequent interruptions, changes, and delays. The employee must be able to remain focused and work effectively, efficiently and cheerfully under such circumstances. The CCR II will also be responsible to create, manage and resolve customer service tickets in Hands On VRS Customer Care database. The CCR II will provide advice, support and assistance to resolve computer applications and firewall/router configuration issues; Develop and maintain FAQ lists and troubleshooting guidelines to be used in resolving future problems.

* Excellent verbal, telephone, written and text based communication skills (technical and non-technical) are required.

* Basic troubleshooting knowledge of residential networks, firewalls and routers.

* Technical / computer (PC) knowledge required (Mac knowledge desired)

* Strong decision making and problem solving skills.

* Detailed oriented and customer focused.

* Manage and prioritize multiple tasks.

* Provide solutions to problems according to standard HOVRS protocol and rules.

* Expected to participate in team projects and to establish and maintain a positive working relationship with peers and other co-workers.

* Perform miscellaneous duties as may be assigned.

Minimum Qualification Requirements:
* Bachelors’ degree or equivalent experience preferred.

* A minimum of 1 year technical related experience.

* Excellent communication, telephone, and writing skills (technical and non-technical) are required.

* Bi-Lingual-Fluent in Spanish (written and spoken)

* Fluency in ASL preferred

* Team player.

Hands On Video Relay Services, Inc. is an Equal Opportunity Employer