Tier 1 Videophone Customer Care Agent – ASL‑Fluent Remote Support Specialist for arenaflex

About arenaflex – Pioneering Communication Without Barriers

At arenaflex, we believe that language is more than words – it is a bridge that connects people, cultures, and ideas. Our mission is to harness the power of language to enrich the human experience, creating inclusive communication pathways that empower every individual, regardless of ability or background. As a global leader in language services, arenaflex blends cutting‑edge patented technology with compassionate, human‑centric solutions to deliver video relay services, real‑time captioning, sign‑language interpreting, translation, and post‑production language support to millions of users worldwide.

Our vision is bold: to expand opportunities, nurture belonging, and enable the world to connect beyond words. As a minority‑owned organization, arenaflex is deeply committed to diversity, equity, inclusion, and accessibility (DEIA). We actively invest in under‑represented communities, champion employment pathways for diverse talent, and foster an inclusive workplace where every voice is heard and valued.

Position Overview – Tier 1 Videophone Customer Care Agent (Remote)

Are you fluent in American Sign Language (ASL) and passionate about delivering exceptional customer experiences? arenaflex is seeking a dedicated Tier 1 Videophone Customer Care Agent to join our remote support team. In this role, you will be the first point of contact for customers and partners using our videophone platform, providing friendly, knowledgeable assistance that drives satisfaction and loyalty.

This fully remote position is open to candidates residing in all U.S. states except California, New Mexico, Colorado, and Arizona. You will work from a comfortable home office equipped with high‑speed internet, an Ethernet connection, and a quiet, confidential workspace.

Key Responsibilities

• Customer Interaction: Answer inbound videophone calls from arenaflex personnel and customers across the nation, delivering courteous, ASL‑fluent support.
• Account Management: Assist customers with account inquiries, new product installations, and general service questions, ensuring accurate and timely resolutions.
• Product Promotion: Educate users on arenaflex’s suite of products, features, and services, highlighting benefits that meet their communication needs.
• Multi‑Channel Support: Resolve issues received via email, live chat, and other contact methods, maintaining a consistent, high‑quality experience across all channels.
• Technical Troubleshooting: Diagnose and troubleshoot functionality and feature concerns for all applicable arenaflex products, escalating complex cases when necessary.
• Regulatory Compliance: Follow department policies and ensure adherence to FCC regulations governing video relay services.
• Documentation & Reporting: Accurately log interactions, update case notes, and contribute to knowledge‑base articles that empower both customers and teammates.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute ideas that enhance service delivery and operational efficiency.
• Flexibility: Work rotating day, night, weekend, and holiday shifts to provide 24/7 coverage for our diverse customer base.

Essential Qualifications

• Fluency in American Sign Language (ASL) – both receptive and expressive skills are mandatory.
• High school diploma or equivalent; additional education or certifications in communication, linguistics, or related fields are a plus.
• Minimum of 1 year of customer service experience, preferably in a technology‑driven or telecommunications environment.
• Professional, courteous phone and electronic communication style.
• Strong written communication abilities; capable of drafting clear, concise correspondence.
• Demonstrated active‑listening skills, with the ability to fully understand and respond to customer needs.
• Proficiency in Microsoft Windows environments and basic computer operations.
• Typing speed of at least 45 words per minute.
• Ability to manage multiple cases simultaneously while maintaining attention to detail.
• Self‑motivation and the capacity to work independently with minimal supervision.
• Physical ability to sign using ASL for extended periods and lift equipment up to 50 lbs when needed.

Preferred Qualifications & Skills

• Experience with video relay services, captioning, or other accessibility technologies.
• Familiarity with FCC regulations related to telecommunications and relay services.
• Previous remote work experience, demonstrating effective time management and home‑office discipline.
• Additional language proficiency (e.g., Spanish, French) to support multilingual customers.
• Certification in ASL interpretation or related fields.
• Strong problem‑solving mindset and ability to think creatively under pressure.

Core Competencies for Success

• Empathy & Inclusivity: A genuine desire to support diverse users and an understanding of the unique challenges faced by the Deaf and hard‑of‑hearing community.
• Communication Excellence: Clear, articulate ASL delivery combined with polished written and verbal communication.
• Adaptability: Thrive in a fast‑paced environment, quickly adjusting to new tools, processes, and shifting priorities.
• Team Collaboration: Positive attitude, willingness to share knowledge, and ability to work cross‑functionally with product, engineering, and compliance teams.
• Technical Curiosity: Eagerness to learn about arenaflex’s evolving technology stack and to become a subject‑matter expert for customers.

Career Growth & Learning Opportunities

At arenaflex, your professional development is a priority. As a Tier 1 agent, you will have access to:

• Comprehensive onboarding and ongoing training programs covering product knowledge, regulatory compliance, and advanced ASL interpretation techniques.
• Mentorship from senior support specialists and opportunities to shadow Tier 2 and Tier 3 teams.
• Clear career pathways toward roles such as Senior Customer Care Specialist, Quality Assurance Analyst, Training Coordinator, or Product Support Engineer.
• Tuition reimbursement and support for certifications related to ASL, accessibility, or telecommunications.
• Regular participation in internal DEIA initiatives, giving you a voice in shaping inclusive policies and community outreach.

Work Environment & Culture at arenaflex

Our remote workforce is united by a shared purpose: to break down communication barriers. arenaflex fosters a culture that values:

• Inclusivity: A workplace where diverse perspectives are celebrated and every employee feels a sense of belonging.
• Innovation: Encouragement to experiment with new ideas, tools, and processes that improve the customer experience.
• Collaboration: Regular virtual team huddles, cross‑departmental projects, and open channels for feedback.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and resources to support mental and physical well‑being.
• Community Impact: Opportunities to volunteer with organizations that serve the Deaf community and to participate in outreach events.

Compensation, Perks & Benefits

arenaflex offers a competitive salary commensurate with experience, along with a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with company matching contributions.
• Paid parental leave, sick leave, and vacation time.
• Remote‑work stipend for home‑office equipment, high‑speed internet, and ergonomic accessories.
• Employee Assistance Program (EAP) for counseling and wellness resources.
• Professional development budget for courses, conferences, and certifications.
• Recognition programs that celebrate outstanding customer service and innovative ideas.

Physical & Technical Requirements

• Reliable high‑speed internet connection (minimum 25 Mbps download, 5 Mbps upload) and a dedicated Ethernet port.
• Quiet, confidential workspace with a desk, ergonomic chair, and webcam suitable for ASL communication.
• Ability to sit or stand for extended periods while using a computer and signing.
• Capacity to lift and move equipment up to 30‑50 lbs when required.
• Flexibility to work varied shifts, including nights, weekends, and holidays, to ensure 24/7 service coverage.

Application Process & Next Steps

If you are ready to make a meaningful impact by connecting people through language, we invite you to apply today. Submit your resume and a brief cover letter highlighting your ASL experience and passion for customer service through our careers portal.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. arenaflex is an equal opportunity employer committed to fostering a diverse and inclusive workforce.

Join arenaflex – Where Your Skills Translate Into Real‑World Change

At arenaflex, every call you answer, every problem you solve, and every smile you inspire contributes to a world where communication knows no boundaries. Become part of a mission‑driven team that values your expertise, supports your growth, and celebrates your contributions.

Apply Now – Start Your Journey with arenaflex!