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 Tier I Technical Support Specialist serves as the first point of contact for customers, delivering technical assistance, troubleshooting, product support, and basic product training while providing an exceptional customer experience. This role resolves customer issues efficiently, documents interactions accurately, arranges product repairs when needed, maintains customer information, and contributes to a collaborative team environment. The ideal candidate possesses strong technical aptitude, excellent communication skills, sound judgment, and a passion for helping customers succeed.

Shift Hours: Monday-Friday 11:00 AM-7:30 PM EST

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

* Responding to and resolving customer inquiries received through the technical support line, direct phone contact, email, and chat support channels.

* Handling inbound customer calls, providing accurate troubleshooting, product guidance, training, and issue resolution.

* Managing email inquiries and chat interactions while maintaining established quality and response time standards.

* Diagnosing and troubleshooting hardware, software, connectivity, operating-system, and product related issues.

* Accurately documenting all calls, emails, chats, troubleshooting activities, resolutions, and case notes in the company call center or customer support database.

* Arranging for product repairs when necessary and providing clear next-step guidance to customers.

* Updating customer demographics, contact, or other relevant information in company systems.

* Escalating complex or unresolved issues to the appropriate support tier while maintaining ownership of a seamless customer experience.

* Maintaining established performance expectations, including call-handling efficiency, AUX time, documentation accuracy, productivity, and call quality.

* Continuously expanding product knowledge and technical expertise to support evolving customer needs.

* Participating in team meetings, training sessions, coaching, and knowledge-sharing initiatives to improve service delivery.

Minimum Qualifications:

* High school diploma or equivalent required.

* Associate degree in Information Technology, Computer Science, or a related field preferred.

* Previous technical support, customer service, or call center experience preferred.

What you'll bring:

* Strong technical aptitude with the ability to troubleshoot hardware, software, connectivity, and product-related issues.

* Ability to quickly learn new products, systems, and processes with minimal ramp-up time.

* Excellent verbal, written, and interpersonal communication skills with clear annunciation and effective customer service phone skills.

* Ability to adapt communication style to meet the needs and technical skill level of the customer.

* Strong analytical, troubleshooting, and problem-solving abilities.

* Exceptional attention to detail, organization, and accurate documentation.

* Ability to manage multiple customer support channels while maintaining productivity and quality standards.

* Ability to maintain composure and professionalism during stressful or challenging customer interactions.

* Customer-service orientation and a consistent focus on customer success.

* Fluency in Spanish or French is a plus.

* Proficiency with Microsoft Word, Outlook, and Windows navigation.

* Keyboarding skills and comfort working within call center and customer support systems.

* Familiarity with database applications, spreadsheets, and relational databases is a plus.

* Experience supporting embedded or specialized operating systems is preferred.

Ideal Candidate:

The ideal Tier I Technical Support Specialist is customer-focused, technically capable, adaptable, composed, and team-oriented. They learn quickly, communicate clearly, and consistently deliver high-quality support, while contributing positively to a culture where team success is valued alongside individual performance.

Team Environment and Culture:

The Technical Support team operates in a highly collaborative environment built on mutual respect, accountability, and shared success. Team members actively support one another and prioritize customer satisfaction, service quality, and team objectives.

Success in this role requires:

* A collaborative mindset and willingness to assist teammates when needed.

* Flexibility to adapt to changing business priorities, products, processes, and customer demands.

* Active participation in coaching, knowledge sharing, training, and continuous improvement efforts.

* A positive, accountable approach and commitment to fostering a supportive and productive team culture.

Work Environment Requirement:

* Ability to work at a desk and use a computer and telephone for prolonged periods.

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