Videophone Customer Care Agent, Tier 1 at Sorenson Communications

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Videophone Customer Care Agent, Tier 1 (Remote)

Job Category: Cust Sup, Sales& Outreach

Requisition Number: VIDEO008050


Locations Salt Lake City, UT 84101, USA


Job Summary

Customer Care Tier 1 Agents are responsible for answering calls through videophone from Sorenson trainers and customers nationwide. Duties include account management, giving basic customer support, troubleshooting, and providing training to customers on products and services to achieve a high-level of customer satisfaction.

This position is open to candidates residing in all states with the exception of California, New Mexico, Colorado, and Arizona.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.

Essential Duties and Responsibilities

  • Provide support to existing and potential customers with a range of answers to questions including but not limited to account, new product installation, and general questions.
  • Promote company products, features, and services.
  • Provide a friendly and supportive customer experience.
  • Resolve issues received through email, videophone, live chat, and other contact methods.
  • Provide support for the functionality and features of all applicable products and services.
  • Follow department policies and procedures.
  • Ensure compliance with FCC regulatory requirements related to the service.
  • Complete other duties and projects as assigned.

Supervisory Responsibility

  • This position has no supervisory responsibilities.

Travel Requirements

  • This position has no travel requirements.


  • Required: High School diploma or better


Minimum Years of Experience

  • Description: 1 Customer Service or equivalent experience.

Knowledge, Skills, and Abilities

  • Positive attitude, team player, good interpersonal communication skills, and able to work across company departments.
  • Candidate must have professional and courteous phone and electronic communications presence.
  • Candidate must have the ability to write simple correspondence, the ability to effectively present information during one-on-one and small group situations with customers, clients, and other employees of the organization.
  • Customer service — Knowledge of principles and processes for providing customer services. This includes customer needs assessments, meeting quality standards for services, and evaluation of customer satisfaction.
  • Active listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Able to complete work assignments independently or with minimal supervision and guidance.
  • Must be able to manage time effectively.
  • Must be detail oriented and proficient at multitasking.
  • Strong adaptability and capacity to work in fast-paced environments.
  • Employees must have a solid basic comprehension and application with using computers in an MS Windows environment.
  • Must be able to type 45+ wpm.

Working Conditions and Physical Requirements

  • Must be fluent in American Sign Language (ASL).
  • Punctual and reliable attendance.
  • Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
  • Ability to sign using ASL for extended periods of time.
  • Ability to lift and move equipment 30-50lbs.
  • Must be able to work during day, night, weekend, and holiday shifts. Flexibility with shifts is required.


This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

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Equal Employment Opportunity:
CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 

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Sorenson Communications

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