360 Direct Access

Customer Support

• 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

Customer Service Representative

Support Engineer

• The Product Support Engineer delivers technical support to customers using ASL.
• Reviews and analyzes customer issues in sign language to ensure full understanding.
• Provides timely updates to customers on progress and resolution status.
• Utilizes troubleshooting tools to identify root causes and deliver solutions.
• Supports deaf and hard-of-hearing customers directly in ASL.
• Resolves or escalates moderately complex technical issues documenting details.
• Collaborates with teams to resolve issues efficiently and share insights.
• Provides product feedback and identifies potential defects.
• Participates in case triage discussions to improve resolution processes.
• Attends training to maintain proficiency in support topics and tools.
• Contributes to ongoing learning initiatives strengthening overall team performance.

Product Support Engineer

Business Development Rep

• Research, identify, and pursue new business opportunities to grow 360 Direct Access partnerships and contracts
• Cultivate long-term relationships with key stakeholders and decision-makers, both regionally and nationally
• Represent 360 Direct Access with confidence on stage at industry events and conferences
• Identify RFP and grant opportunities that align with our service offerings
• Close new deals by coordinating requirements, developing and negotiating contracts, and integrating agreements with business operations

Customer Service Representative

Product Support Engineer

Business Development Manager