Tier 2 Videophone Customer Care Agent – Remote Support Specialist for ASL & Captioned Telephone Services, Full‑Time

Welcome to arenaflex – Connecting People, Empowering Conversations

At arenaflex, we are on a mission to make communication accessible to everyone, 24 hours a day, 7 days a week, 365 days a year. Our innovative suite of services—ranging from Video Relay Service (VRS) for Deaf users who rely on American Sign Language (ASL) to state‑of‑the‑art captioned telephone solutions—ensures that every conversation, no matter how complex, is clear, reliable, and human‑focused. As a leader in the communication‑technology space, arenaflex blends cutting‑edge engineering with a deep commitment to social impact, creating a workplace where technology meets compassion.

Position Overview – Tier 2 Videophone Customer Care Agent (Remote)

We are seeking a highly motivated, detail‑oriented Tier 2 Customer Support Specialist to join our remote team. In this role, you will serve as the escalation point for Tier 1 inquiries, providing expert guidance on hardware, software, and network configurations. You will work directly with customers, trainers, and internal partners to resolve complex technical challenges, manage account details, and ensure a seamless experience for users of our VRS and captioned telephone services. Your contributions will directly impact the quality of communication for thousands of individuals who rely on arenaflex every day.

Key Responsibilities

• Act as the primary escalation contact for Tier 1 support tickets, delivering timely, accurate, and empathetic solutions.
• Handle a broad spectrum of inquiries, including account management, new product installations, and advanced technical troubleshooting.
• Advocate for arenaflex’s products, features, and services, consistently enhancing the overall customer experience.
• Provide multi‑channel support—email, videophone, live chat, and remote desktop—ensuring accessibility for all users, including those who communicate via ASL.
• Maintain strict compliance with industry‑specific regulatory standards (e.g., FCC, ADA) and internal service‑level agreements.
• Assist with high‑volume overflow calls and complex problem‑resolution scenarios, demonstrating strong analytical and problem‑solving abilities.
• Guide customers through product installations across diverse network environments, including routers, firewalls, and VPNs.
• Document all interactions in the ticketing system with clear, concise notes that facilitate knowledge sharing and future reference.
• Collaborate with cross‑functional teams—engineering, product, training, and quality assurance—to drive continuous improvement.
• Participate in ongoing training, team meetings, and special projects that contribute to the success of the support organization.

Essential Qualifications

• High School diploma or equivalent (GED) required; Associate degree or higher preferred.
• Minimum of two (2) years of professional customer service experience, preferably in a technical support environment.
• Demonstrated proficiency in configuring and troubleshooting network components (e.g., DHCP, DNS, NAT, Wi‑Fi settings).
• Strong working knowledge of Microsoft Windows operating systems (Windows 10/11) and basic familiarity with macOS or Linux.
• Fluency in American Sign Language (ASL) is mandatory; ability to interpret and communicate effectively with Deaf customers.
• Excellent verbal and written communication skills, with a focus on empathy, patience, and clarity.
• Ability to type at a minimum speed of 45 words per minute (WPM) with high accuracy.
• Proven ability to work independently, prioritize tasks, and manage time efficiently in a remote setting.
• Detail‑oriented mindset with strong multitasking capabilities and a commitment to delivering error‑free support.
• Physical ability to lift and move equipment weighing up to 50 lb, and to remain seated or standing for extended periods while using a computer and ASL.

Preferred Qualifications & Additional Skills

• Bachelor’s degree in Communications, Information Technology, or a related field.
• Experience supporting video‑based communication platforms, VoIP, or telepresence solutions.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools (e.g., TeamViewer, LogMeIn).
• Knowledge of accessibility standards and best practices for Deaf and hard‑of‑hearing users.
• Certification such as CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, or similar.
• Demonstrated ability to train or mentor junior support staff.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to improve their communication experience.
• Technical Acumen: Ability to diagnose, troubleshoot, and resolve hardware, software, and network issues quickly.
• Communication Excellence: Clear, concise, and respectful interaction style, both in spoken English and ASL.
• Problem‑Solving: Analytical thinking that turns complex challenges into actionable solutions.
• Collaboration: Strong teamwork skills, comfortable working with cross‑functional partners across time zones.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new tools, processes, and product updates.
• Integrity & Confidentiality: Commitment to safeguarding sensitive customer data and adhering to privacy regulations.

Work Environment & Culture at arenaflex

arenaflex embraces a fully remote work model, offering flexibility that supports work‑life balance while fostering a collaborative, inclusive community. Our virtual office culture is built on trust, open communication, and continuous learning. Employees enjoy regular virtual coffee chats, team‑building activities, and access to a robust knowledge base that encourages professional growth. Diversity, equity, and inclusion are core to our identity; we celebrate the unique perspectives each team member brings, especially those who share a passion for accessibility and social impact.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. As a Tier 2 support specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned engineers and senior support agents.
• Continuous education allowances for certifications, webinars, and industry conferences.
• Opportunities to transition into advanced technical roles (e.g., Tier 3 Engineer, Product Specialist) or into leadership pathways such as Team Lead or Support Manager.
• Cross‑departmental projects that expose you to product development, quality assurance, and accessibility research.

Compensation, Perks & Benefits

arenaflex offers a competitive salary package commensurate with experience, along with a comprehensive benefits suite that includes:

• Health, dental, and vision insurance with multiple plan options.
• Retirement savings plan with company matching contributions.
• Generous paid time off (PTO), holidays, and sick leave.
• Flexible scheduling, including night, weekend, and holiday shifts to accommodate personal needs.
• Home office stipend for equipment, ergonomic furniture, and high‑speed internet.
• Employee assistance program (EAP) and mental‑health resources.
• Recognition programs that celebrate outstanding service and innovation.

Application Process & How to Apply

If you are excited about leveraging your technical expertise and ASL fluency to make a tangible difference in the lives of Deaf and hard‑of‑hearing individuals, we encourage you to apply today. Please submit your resume and a brief cover letter outlining your relevant experience through our career portal.

We are an equal‑opportunity employer. arenaflex welcomes applicants of all backgrounds, identities, and abilities. We are committed to building a workforce that reflects the diverse communities we serve.

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Join arenaflex – Make Every Conversation Count

At arenaflex, you will be part of a purpose‑driven team that values innovation, compassion, and excellence. Your role as a Tier 2 Videophone Customer Care Agent will directly influence how thousands of people stay connected, share ideas, and build relationships across the globe. If you are ready to bring your technical talent, communication skills, and passion for accessibility to a dynamic, remote environment, we look forward to meeting you.