{"id":3507125,"url":"https://alion.io/job/360-direct-access-customer-service-representative-full-time","title":"Customer Service Representative - Full Time","company":{"id":4488536,"name":"360 Direct Access","domain":"360directaccess.com","url":"https://alion.io/company/360-direct-access","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T03:34:58Z","employer_posted_date":null,"last_verified_at":"2026-10-30T03:34:58Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Department: Customer SupportLocation: Remote\nReports to: Director of Operations SUMMARYWe are looking for a dedicated and empathetic Customer Support Representative with a strong proficiency in American Sign Language (ASL) to join our team. The ideal candidate will have a passion for helping others and a commitment to delivering exceptional customer service. You will play a crucial role in assisting our Deaf and Hard of Hearing callers through video calls, ensuring they receive the highest quality support. Candidates must have an ASL Proficiency Interview (ASLPI) rating of 3 or higher, or successfully pass equivalent screening by our Quality Assurance Manager. You will be trained in how to provide customer support solutions to callers and use that training and your soft skills in customer service to address and solve customer service calls.\nESSENTIAL FUNCTIONS\nCustomer Support:\nProvide 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\n\nAssist customers with troubleshooting, resolving issues, and answering questions about our products and services.\n\nEscalate complex issues to higher-level support or technical teams as needed while ensuring the client feels supported throughout the process.\n\nClient Education & Assistance:\nEducate clients on the use of our products, especially focusing on the features that cater to the Deaf and Hard of Hearing community.\n\nOffer guidance and support to clients in understanding how to access and utilize our services effectively.\n\nDocumentation & Reporting:\nMaintain accurate and detailed records of customer interactions, issues, and resolutions in our CRM system.\n\nProvide feedback and insights to the Customer Support Manager on recurring issues, potential needs for uptraining, and/or potential improvements in the service process.\n\nCollaboration:\nWork closely with other customer support team members, product developers, and the Q&A team to ensure a seamless customer experience.\n\nParticipate in regular team meetings, training sessions, and performance reviews.\n\nQuality Assurance:\nAdhere to company standards and protocols to ensure the highest quality of service.\n\nIf not already certified, candidates will undergo a screening process by our Quality Assurance Manager to confirm ASL proficiency and readiness for the role. \n\nObservations of calls to ensure and maintain quality will happen on a routine basis, whether live, recorded, or through post-call survey ratings/feedback.\n\nQUALIFICATIONS \nRequired:\nASL Proficiency Interview (ASLPI) rating of 3 or higher, or willingness to undergo and pass screening by our Quality Assurance Manager\n\nHigh school diploma or equivalent\n\n1-2 years of experience in customer support, service, or a related field\n\nExcellent communication skills, both in ASL and written English\n\nStrong problem-solving skills and the ability to handle difficult situations with patience and professionalism\n\nBasic computer skills, including familiarity with CRM systems and video communication platforms.\n\nPreferred:\nExperience working with the Deaf and Hard of Hearing community.\n\nKnowledge of video communication technologies and their applications in customer support.\n\nExperience in a tech support or help desk role.\n\nWHY JOIN US:\nBe part of a company that values inclusivity and is committed to serving the Deaf and Hard of Hearing community.\n\nWork in a supportive and collaborative environment with opportunities for growth and development.\n\nOriginally posted 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