Technical Support Representative

Tobii Dynavox®; Pittsburgh (Allegheny County); On-site; USD 24,796 - 38,572; Full time

Job summary

Tobii Dynavox in Pittsburgh, PA is seeking a Technical Support Representative to assist customers by phone, email, and chat, resolving issues, and guiding users through troubleshooting steps. You will collaborate with cross-functional teams to ensure fast, clear, and friendly service.

Responsibilities include recording interactions in our Call Center system, arranging repairs when needed, updating customer records, and escalating complex problems.

Qualifications

• High School diploma required.
• Associate degree in information or computer science preferred.
• Prior call center experience is a plus.

Responsibilities

• Answer incoming calls and provide callers with needed assistance.
• Provide training and troubleshooting guidance to address issues.
• Respond to emails and chat requests and resolve customer concerns.
• Document all interactions in the Call Center database.
• Arrange for product repairs when necessary.
• Update customer demographic information in the system.
• Escalate issues when warranted.
• Perform other related tasks as assigned.

Skills

Interpersonal skills

Oral and written communication

Customer service orientation

Troubleshooting skills

Detail oriented

Adapt communication style

Spanish or French bonus

Education

High School diploma

Associate Degree in Information or Computer Science preferred

Tools

Microsoft Office Word

Outlook

Database applications

Spreadsheets

Windows navigation

Job description

Why join us

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world‑leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.

What you'll do

The Technical Support Representative is responsible for handling incoming calls, emails and chat requests received via direct contact or Technical Support line.

Shift Hours: Monday‑Friday 12:30pm‑9:00pm EST

Responsibilities

• Answer incoming calls to the department via the automated call distribution center or direct line and provide callers with needed assistance.
• Provide callers with training and troubleshooting support to address problems or concerns.
• Respond to email messages and chat requests and work with customers to resolve issues.
• Document all calls and interactions including emails and chat requests in the Call Center database.
• Arrange for product repairs when necessary.
• Update customer demographic or personal information in the database.
• Escalate problems/issues when warranted.
• Perform various other tasks as assigned.

Minimum Qualifications

• High School diploma.
• Associate Degree in Information or Computer Science preferred.
• Previous call center experience a plus.

What you'll bring

• Interpersonal skills, oral and written communication skills.
• Annunciation and effective customer service phone skills.
• Ability to adapt communication style to better respond and meet the needs of the caller.
• Fluent in Spanish or French a plus.
• Microsoft Office Word and Outlook.
• Windows navigation skills.
• Keyboarding skills.
• Familiarity with database applications, spreadsheets, relational databases a plus.
• Win CE operation systems experience preferred.
• Customer service orientation.
• Ability to maintain composure during stressful situations.
• Troubleshooting skills.
• Detail oriented.

Work Environment

• Able to sit at a desk for a prolonged period of time.

Apply today

We believe in empowering individuals – including our own employees – to reach their full potential. So, if you want to change lives while growing your own career, we’d love to hear from you.

We believe diversity not only enriches our workplace culture, but also gives us a strategic advantage. Working with people from a variety of backgrounds and perspectives helps us all become better communicators, better problem solvers, and better human beings. Our differences make us stronger.

Tobii Dynavox values equality of opportunity, human dignity, and racial/ethnic and cultural diversity. Tobii Dynavox does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin.

Equal Opportunity Employer/AA Women/Minorities/Veterans/Disabled