Technical Support Representative

Tobii Dynavox; United States; Remote; USD 36,000 - 60,000; Full time

Job summary

Tobii Dynavox in United States is seeking a Technical Support Representative to handle incoming calls, emails, and chat requests, providing training and troubleshooting to customers.

The position requires a High School diploma, an Associate Degree is preferred, and prior call center experience is a plus. You will work Monday–Friday evenings (EST) and support customers with timely, accurate problem resolution.

Qualifications

• High School diploma required; Associate Degree preferred in Information/Computer Science.
• Previous call center experience is a plus.

Responsibilities

• Answer incoming calls to the department via the call center or direct line and provide callers with needed assistance.
• Provide 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 data in the database.
• Escalate problems when warranted.
• Perform other tasks as assigned.

Skills

Interpersonal skills

Oral & written communication

Customer service

Spanish or French

MS Word

Outlook

Windows navigation

Keyboarding

Database familiarity

Troubleshooting

Detail oriented

Education

High School diploma

Associate Degree preferred

Tools

MS Office Suite

Call center software

Email/Chat tools

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.

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What’s more, you’ll be part of a work culture where collaboration is the norm and individuality is welcomed.

As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers’ 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 11:00am-7:30pm EST

As a Technical Support Representative, you will be responsible for:

• 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

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.

Where we stand:

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