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Electronic Support Representative

Tobii Dynavox, part of the Tobii group, is the world leader in eye tracking and speech generating devices - products that help individuals with speech and motor impairments live a richer and more independent life. Headquartered in Stockholm Tobii covers a global market with offices in USA, Germany, Norway, Japan and China. Our Pittsburgh office is located in the South Side. If you want to work with meaningful products and solve interesting problems, we might be the right company for you!

Take a look at this video that shows how we impact lives and give people with disabilities the power and ability to express who they are:

https://www.youtube.com/watch?v=2zh2UMK8xf0

https://www.youtube.com/watch?v=RJ35Zp8ZrJw

JOB SUMMARY:

The Electronic Support Representative is responsible for handling emails, chats, Facebook support questions, and shipping label requests received via direct contact or Tech Support line. This is a part time position based at our office in Pittsburgh, PA located on the South Side.

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KEY RESPONSIBILITIES :

  • Provide customers with support to address problems or concerns related to the use of various Tobii Dynavox devices
  • Create support articles
  • Respond to email messages, chat requests, and work with customers to resolve issues in a timely manner
  • Answer support questions posted on our Facebook pages
  • Document all interactions including emails and chat requests in the Call Center database
  • Arrange for product repairs when necessary
  • Update customer demographic or personal information in the database
  • Escalate problems/issues to the Technical Support Manager when warranted
  • Perform various other tasks as assigned

MINIMUM QUALIFICATIONS:

EDUCATION / EXPERIENCE REQUIREMENTS:

  • High School diploma/GED
  • Associate Degree in Information or Computer Science preferred
  • Previous Tobii Dynavox device experience

COMMUNICATION SKILLS:

  • Ability to communicate via email
  • Proficient verbal (spoken and/or written) communication skills
  • Ability to adapt communication style to better respond and meet the needs of the customer

COMPUTER OR TECHNICAL SKILLS:

  • MS Office Word and Outlook
  • Windows navigation skills
  • Familiarity with database applications, spreadsheets, relational databases a plus
  • Win CE operation systems experience preferred

OTHER SKILLS REQUIREMENTS:

  • Customer service orientation
  • Ability to maintain composure during stressful situations
  • Problem-solving skills
  • Attention to detail

WORK ENVIRONMENT REQUIREMENTS:

  • Able to work at a desk for 2 to 4 hours at a time with the option to sit or stand to complete work

The work environment characteristics are representative of those an employee encounters in an office environment. Reasonable accommodation may be used to enable individuals with disabilities to perform the essential functions.

Tobii Dynavox –

We give our customers the power to be themselves and live their everyday to the fullest!

EOE/AA Women/Minorities/Veterans/Disabled

Working at Tobii

At Tobii we love what we do - we work hard, play hard, and make every day exciting.

Learn more about what we do by viewing this short video Tobii in 3 minutes.