Technical Support Manager

Why Join Us?

At Tobii Dynavox, we empower people with disabilities to do what they once did or never thought possible. We call this mission Power to Be You. Our assistive communication technology helps our customers express themselves, connect with the world, and pursue independence, whether through everyday activities like ordering food or extraordinary feats like running a company. Working at Tobii Dynavox, you'll become part of a team that spans the globe, with offices in the US, Sweden, France, the UK, China, and beyond.

To learn more about what we make possible, meet some of our customers or take a look at some of our solutions.

JOB SUMMARY:

The Technical Support Manager is responsible for overseeing the day-to-day operations of the Technical Support department including handling/adjusting the daily schedule, monitoring the queue and reporting on agent metrics, and making certain all reps are following the schedule to keep the abandon rate to a minimum and electronic support response times on target. Provides direct supervision of the first line technical support reps and mentors staff to maintain top notch personnel and ensure we are amazing our customers.

KEY RESPONSIBILITIES:

• Provide guidance, answers, and motivation to support representatives.
• Escalate concerns that are reported to the appropriate departments.
• Gather data on the type and nature of technical call issues, summarize feedback, and make recommendations to address issues going forward
• Assist with the training and coaching of new support representatives.
• Review survey comments, follow-up with customers as needed, and distribute anything that is relevant to other departments. Share positive comments with staff and address anything that's negative.
• Perform Technical Support Rep tasks such as handling incoming calls, emails, and chat requests. Handle customer complaint calls and train team to avoid escalations when possible.
• Identify potential problems or areas of improvement by regularly reviewing case and call notes and implementing corrective action plans.
• Handle yearly reviews for direct reports and assist with call screens/interviews when recruiting new staff.
• Develop or assist in the creation of departmental metrics, policies, and procedures.
• Collaborate with senior support staff and other department managers to drive process improvements and help the department scale better.
• Perform various other tasks as assigned.

MINIMUM QUALIFICATIONS:

EDUCATION / EXPERIENCE REQUIREMENTS:

• Bachelor Degree with an emphasis on IT or Computer Science preferred or equivalent job/technical expertise.
• Thorough knowledge of Tobii Dynavox products and technical support processes
• 4 - 6 years experience in a Technical Support role

CERTIFICATIONS/LICENSURE REQUIREMENTS:

• None

COMMUNICATION SKILLS:

• Able to communicate at all levels with the organization
• Ability to communicate technical matters in user friendly terms to non-technical individuals
• Solid interpersonal, collaboration and teaming skills
• Good listener

COMPUTER OR TECHNICAL SKILLS:

• Windows Operating systems

OTHER SKILLS REQUIREMENTS:

• Ability to maintain composure during stressful situations
• Demonstrated ability to discern issues and concerns of internal and external customers
• Able to multi-task
• Ability to handle and operate instruments such as a screwdriver and Allen wrench while working on wheelchair mounts and key guard devices, etc.

WORK ENVIRONMENT REQUIREMENTS:

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

At Tobii Dynavox, our mission guides what we do, and our values guide us in how we do it. Across the organization, we are committed to being Collaborative, Considerate, Curious and Courageous. We build a trusting environment where every team member prioritizes our customers with empathy and insight. Bold ideas and learning lead to impactful solutions. Driven by curiosity, we continuously challenge the status quo to create meaningful, customer-focused solutions for our customers.

At Tobii Dynavox, we believe in empowering individuals - including our employees - to reach their full potential. Here's what makes us unique:

• Purpose-Driven Work: Join a company that transforms lives by giving a voice to those with communication challenges. Every day, your work makes a meaningful and concrete impact.
• "Yes, and..." Flexibility: Build a rewarding career AND enjoy time with loved ones. We offer flexible work options so you don't have to choose between personal and professional goals.
• Growth and Development: Whether you're advancing your skills or growing your career, we invest in your future with training, learning opportunities, and internal growth paths.
• Inclusive and Supportive Culture: Work in a collaborative, caring environment where diversity and individuality are valued. You'll feel connected to both your team and our global community.
• A Global Leader with Heart: Be part of an innovative, forward-thinking company that combines experience and cutting-edge solutions with a mission to change lives.