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Senior Technical Support

Summary

Senior Technical Support: Why Does This Position Matter? We want to ensure customers love our Technical Support team and its services. In order to maintain the customers' expectations of our world-class communication services, the Tech Support team constantly strives to provide quality and professional support. The opportunity here is unique because Sorenson Communications uses video conferencing solutions to provide services and make a difference in the lives of Deaf and Hard of Hearing individuals. Not only do we assist customers, we also help our Tech Support employees grow professionally with Sorenson Communications, Inc.

As the Senior Technical Support (SrTS) you will provide advanced technical support to customers on hardware, software and network related issue and, if necessary, ongoing support and solutions to difficult situations to achieve customer satisfaction with our products and services. In addition, you will assist the Technical Support team with escalated calls and cases, and keep the management team informed of any issues that may impact customers.

If you have a passion to fix technical issues, to meet our customer's communication needs, and to inspire our team to thrive, this position is for you!

Essential Duties and Responsibilities

  • Provide outstanding support solutions to our customers.
  • Collaborate with other highly technical employees.
  • Make it simple for our customers to understand our products and services.
  • Use clear and concise details to communicate instructions and solutions to problems through e-mail, phone, videophone, or other methods of communication.
  • Review and process e-mails as soon as possible.
  • Able to handle escalated and complex customer issues in a single call.
  • Identify, investigate and document issues, and recommend solutions to reported problems.

Knowledge/Skills/Abilities Required

  • Demonstrate a passion to help customers with their technical issues.
  • Be fluent in ASL and understand the Deaf and Hard-of-Hearing community.
  • Able to communicate clearly with others through written English.
  • Must be able to type a minimum of 45 words per minutes.
  • Able to complete work assignments independently or with minimal supervision and guidance.
  • Able to receive constructive feedback.
  • Have a positive attitude and get along well with others.
  • Able to manage multiple priorities, stay focused on projects and meet deadlines.
  • Be able to adapt in a fast paced working environment.
  • Possess excellent listening skills and able to handle or defuse stressful situations.
  • Demonstrate strong communication in escalation, group, and department meetings and document them.
  • Have strong customer service background and be willing to keep up-to-date on current technology.
  • Possess a strong background in hardware and software support.
  • Be flexible with shift schedules.

Experience/Education/Certifications

  • Have at least an AA/AS degree or equivalent experience.
  • Minimum 2 years of experience in Technical Support and/or Customer Service.
  • Must know Microsoft Office well.

Other General Requirements/Additional Notes

  • At a minimum, you should be able to lift at least 50 pound packages.
  • It is required that you keep our company and customer's highly sensitive information safe and confidential.
  • It is essential to have high integrity and a positive uplifting attitude for this position.
  • Positive attitude, team player, good interpersonal communication skills and able to work across company departments.

Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer

 



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