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

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+ year's experience in a Technical Support role

Senior Technical Support Representative

Key skills