Technical Support Specialist – American Sign Language (ASL) Tier 1

Department: Contact Center
Location: Auburn, WA

Position:                   Technical Support Specialist – American Sign Language (ASL) Tier 1

Responsible To:        Contact Center Supervisor

 

Objective: 

1.   To uphold the Mission and Vision of Orion:

·         Orion’s Vision states: “We are a leading model for social enterprise strengthening our community so that every individual has an opportunity to contribute and have a career.”

·         Orion’s Mission states: “We change the lives of people with barriers to employment by building esteem and creating opportunities through training, education and successful business platforms.”

2.   To maintain Orion's core values in all interactions and operations.

·         Orion's values are “Innovation, Customer Service, Accord, Respect and Excellence.”

3.   To maintain Orion’s essential Job Qualifiers in all activities:

·         Teamwork – Works positively with other team members to achieve goals.

·         Communication – Communicates clearly, thoroughly and professionally with internal and external customers through verbal and written means.

·         Empathy – Identification with and understanding of another’s situation, feelings and motives. Belief in each individual’s abilities.

·         Positivism – Openness and acceptance of ideas and initiatives

·         Customer Service – Provides courteous, respectful, timely, accurate and personalized attention.

·         Independence– The ability to plan, organize, prioritize and complete work with minimal assistance.

4.   Responsible for the effective handling of customer contacts (including analysis and documentation) and the development and maintenance of positive customer relations.

 

Essential Duties and Responsibilities: 

1.     Daily troubleshooting of various Windows and Office Suite related issues.  

2.     Provide technical solutions and service to customers needing assistance with software applications.

3.     Participating in Orion’s Quality Check process and demonstrating commitment to continuous quality improvement

4.     Provide excellent service and support while adhering to robust security processes and protocols.

5.     Communicating clearly, articulately, and promptly by video phone, chat, and email.

6.     Documenting complex technical issues in clear written and typed form.

7.     Developing and maintaining positive relationships with both internal and external customers by delivering superior levels of service. 

 

Qualifications: 

 

Education/Training: 

 

Physical Demands: 

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential job functions.

 

Physical Demands (movement) 

a)     REACHING – Extending hand(s) and arm(s) in any direction. - Occasionally

b)    HANDLING – Seizing, holding, grasping, turning, or otherwise working with hand or hands. Fingers are involved only to the extent that they are an extension of the hand. - Frequently

c)     FINGERING – Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling. - Frequently

d)    FEELING – Perceiving attributes of objects, such as size, shape, temperature, or texture, by touching with skin, particularly that of fingertips. – Frequently

 

Physical Demands (vision) 

a)     NEAR ACUITY – Clarity of vision at 20 inches or less. Use this factor when special and minute accuracy is demanded. – Frequently

b)    DEPTH PERCEPTION – Three-dimensional vision. Ability to judge distances and spatial relationships so as to see objects where and as they actually are. – Occasionally

c)     ACCOMMODATION – Adjustment of lens of eye to bring an object into sharp focus. Use this factor when requiring near point work at varying distances. – Occasionally

d)    COLOR VISION – Ability to identify and distinguish colors. – Frequently

e)     FIELD OF VISION – Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point. Use this factor when job performance requires seeing a large area while keeping the eyes fixed. – Frequently

 

Work Environment:  

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

a)       NOISE – Exposure to constant or intermittent sounds or a pitch or level sufficient to cause marked distraction or possible hearing loss. Frequently, operating within OSHA guidelines.

b)      ATMOSPHERIC CONDITIONS – Exposure to conditions such as fumes, noxious odors, dusts, mists, gases, and poor ventilation that affect the respiratory system, eyes, or the skin. Seldom – only in specific departments – weekly use of chemicals while utilizing personal protective devices.

  

Compensation & Benefits:  

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