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Bilingual Technical Support Representative
DynaVox Systems, Inc.
Remote, USA
Full-time
Mid
Remote
Discovered 2 weeks ago
Communication
Key Skills for This Role
Communication
Full Job Posting
What You'll Do
- Serve as a first point of contact for customers seeking technical support, product guidance, and troubleshooting assistance
- Diagnose and troubleshoot technical issues by asking thoughtful questions, identifying potential root causes, and guiding customers toward solutions
- Provide clear, patient, and easy-to-understand answers and technical guidance
- Support customers in both English and Spanish, adapting your communication style to meet their individual needs
- Respond to customer inquiries through phone, email, and chat while maintaining a high level of customer service
- Document customer interactions, troubleshooting steps, and resolutions accurately in our CRM
- Coordinate product repairs and follow-up support when needed
- Update customer information and maintain accurate records
- That should probably be: "Identify issues that require additional expertise and appropriately escalate complex problems to the Technical Support Escalation team
- Collaborate with internal teams to help resolve customer issues and improve the overall customer experience
- Participate in additional projects and responsibilities that support the Technical Support team
What You'll Bring
- We're looking for someone who enjoys solving problems, working with people, and learning technology.
- High school diploma or equivalent
- Fluency in English and Spanish, both written and verbal
- Strong customer service and interpersonal skills
- Excellent verbal and written communication skills
- Ability to explain technical information clearly to people with varying levels of technical experience
- Strong troubleshooting and problem-solving abilities
- Ability to remain calm, patient, and professional when handling challenging customer situations
- Strong attention to detail and accurate documentation skills
- Comfortable navigating Windows-based systems and Microsoft Office applications, including Word and Outlook
- Ability to learn and navigate databases, software applications, and new technology
- Strong keyboarding and computer navigation skills
- Preferred Background & Experience:
- Previous experience in technical support, help desk, IT support, or a similar troubleshooting-focused role.
- Experience troubleshooting hardware, software, computers, mobile devices, or other technology
- Previous experience providing technical assistance directly to customers or end users
- Previous customer service or call center experience
- Associate degree in Information Technology, Computer Science, or a related field
- Experience working with databases, spreadsheets, or relational database systems
- Experience with Windows operating systems; Experience with iPadOS
- Experience supporting customers through phone, email, and chat
- Work Environment
- Primarily desk-based work with prolonged periods of sitting
- Fast-paced customer support environment
- Regular interaction with customers through phone, email, and chat
- Ability to manage multiple customer interactions and priorities throughout the day
- 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.
- 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
About DynaVox Systems, Inc.
Medical Device Manufacturing500 employeesFounded 2014
Public Swedish assistive communication technology company making AAC devices, software, and services for people with disabilities.
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