Senior Technical Support Representative

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 Senior Technical Support Representative serves as an expert on specific product lines and provides second level technical support and guidance to support representatives and/or customers. Works closely with R&D to learn and understand new product releases, report bugs, and share information to resolve issues.

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

Provide guidance and answers to Tier 1 and 2 Tech Support agents on our products taking calls, answering emails, responding in Microsoft Teams, joining remote sessions, reviewing cases, etc.

• Handle customer escalations

• Collaborate with R&D team to address and resolve difficult cases

• Escalate customer concerns that are reported to the appropriate departments

• Provide feedback and assist in testing new products releases

• Gather data on the type and nature of support call issues, summarize feedback, and make recommendations to address issues going forward

• Assist with the training and mentoring of support team members

• Special assignments for advancing technical support needs

• Perform various other tasks as assigned

Minimum Qualifications:

• 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

• 2+ year's experience in a Technical Support role

What you'll bring:

• 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

• Windows Operating systems

• 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 screw driver and Allen wrench while working on wheelchair mounts and key guard devices, etc.

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