Bilingual 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.

Bilingual Technical Support Representative (English/Spanish)

As a Bilingual Technical Support Representative, you'll play an important role in that mission by helping customers successfully use our products and providing thoughtful, patient, and effective technical support. You'll become a trusted resource for customers using your technical knowledge and problem-solving skills to troubleshoot issues, provide product guidance, and help customers get the most from the technology they rely on.

Schedule: Monday-Friday | 12:30 PM-9:00 PM EST

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.

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