Senior Technical Support Representative - Remote Eligible

Job Title: 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 Rep serves as an expert on specific product lines and provides second level technical support and guidance to Sales Reps, customers, and/or support representatives. The rep works closely with R&D to learn and understand new product releases.

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

• Provide guidance and answers to field representatives on our products taking calls, answering emails, responding in Microsoft Teams, joining remote sessions, etc.
• Collaborate with R&D team to address and resolve difficult cases
• Escalate sales reps 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 sales rep call issues, summarize feedback, and make recommendations to address issues going forward
• Assist with the training and mentoring of new Sales Representatives
• 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+ years 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.