Viable is seeking Representatives to assist deaf and hard-of-hearing
customers with installing the VPAD, Viable Vision and ViableVRS,
troubleshoot networking issues and undertake other marketing-related
projects as assigned.
Responsibilities:
Provide technical assistance to customers requiring help in: (1)
setting up Viable Vision and/or VPAD’s; (2) adding ViableVRS.tv to
their videophone; and (3) placing a ViableVRS call using both methods.
Provide remote customer education and training on using ViableVRS,
developing educational/training materials as needed.
Troubleshoot hardware/software issues as required to achieve
customer satisfaction.
Report service-related issues and interface with Customer Support.
Provide, on a escalation basis, second-tier customer support and/or
technical assistance to customers, in collaboration with Customer
Support.
Transfer knowledge and learning to first-tier customer support to
minimize number of escalations to second-tier Customer Support.
Disseminate and collect customer feedback for Regional Coordinator.
Identify and communicate patterns and trends in customer usage based
on observations.
Provide regional presentations and/or workshops for Viable’s
products and services.
Build and maintain positive relationships with deaf and hard of
hearing communities, including but not limited to the following:
business, education, government and community-based organizations
Identify regional community events for Viable representation, as
directed by Sales.
Convey excitement and enthusiasm about the Company and its services
and products.
Promote favorable perception of the Company’s brands and offerings
with customers through regular interactions and participation in
special events, as directed by Viable.
Requirements:
Excellent communication skills and a good understanding of Deaf
culture.
Ability to create reports encompassing installation and customer
service related issues; interface with the Viable Customer Support
Team and Sales Operations Manager.
Must be familiar with PC and videophone troubleshooting, networking,
router configuration and firewall issues.
Ability to effectively communicate in American Sign Language (ASL).
Ability to be flexible and accommodate an extensive travel schedule.
Attendance is an essential function of this position.
Compensation:
Commensurate with experience and qualifications
Mail or e-mail resumes to:
Viable, Inc.
ATTN: Human Resources
5320 Marinelli Road
Rockville, MD 20852
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