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Tobii Dynavox® · 1 day ago

Senior Technical Support Representative

Pittsburgh, PA

Full-time

Onsite

Mid, Senior Level

2+ years exp

Tobii Dynavox is a world-leader in assistive communication solutions, empowering people with disabilities. The Senior Technical Support Representative provides expert technical support, collaborates with R&D, and mentors support team members to enhance customer experience and resolve technical issues.

Assistive TechnologyEnterprise SoftwareHealth CareManagement ConsultingService IndustrySoftware

Responsibilities

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

Qualification

Technical SupportTobii Dynavox products knowledgeWindows Operating systemsCommunication skillsMulti-taskingStress managementTechnical trainingInterpersonal skillsProblem-solving