Technical Support Representative

Responsibilities

• 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
• 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

Requirements

• High School diploma
• Associate Degree in Information or Computer Science preferred
• Previous call center experience a plus
• 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.
• 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.
• Equal Opportunity Employer/AA Women/Minorities/Veterans/Disabled

Additional Information

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.

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