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Technical Support Representative

Role overview

Qualifications

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

Responsibilities

  • Answer incoming calls to the department and provide needed assistance
  • Provide training and troubleshooting support to callers
  • Respond to email messages and chat requests to resolve issues
  • Document all calls and interactions in the Call Center database

Key facts

Other skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Microsoft Office
  • Communication
  • Social Skills
  • Detail Oriented
  • Adaptability

About the company

Tobii Dynavox logo

Tobii Dynavox

Tobii Dynavox is the market leader in assistive technology for communication. Our custom designed communication aids & corresponding support system enable people with disabilities such as cerebral palsy, ALS, autism, spinal cord injury & aphasia to communicate & live their lives to the fullest.Our offering ranges from eye-controlled communication aids for speech generation to tools for the special education classroom. We empower people with disabilities to do what they once did, or never thought possible, such as expressing themselves in a voice of their own or developing literacy skills. We call this Power to be You, and it explains our belief that every individual has the right to live their life to the fullest, communicate, and live a more independent life. This makes a major impact on the people using our technology and those around them. It also benefits entire communities, healthcare systems & society at large.With integrated solutions featuring hardware, software, clinically developed language systems, training, and dedicated support, Tobii Dynavox stands out as a truly global, full solution provider in the assistive technology for communication market. There is an enormous unmet need for such products. Globally, around 50 million individuals need communication aids to communicate and interact effectively, while only about 2 million are diagnosed with this need every year. Furthermore, a subset of only about 2%, or 40,000, of those diagnosed are actually served every year due to low awareness, poor implementation support & lack of funding infrastructure — even in some of the most well-developed countries.We leverage a global distribution network and an extensive funding support system to enable as many as possible to benefit from our communication solutions. Headquartered in Stockholm, Sweden, Tobii Dynavox employs around 500 people and covers a global market with offices in the US, the UK, Germany, China, Norway with reselling partners in 60+ markets.

Company details

Company typeScaleup
Company size201 - 500

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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

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.

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

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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