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Technical Support I - Telephone Team

Summary
Technical Support: Why Does This Position Matter? We want to ensure customers love our Technical Support (TS) team and its services. In order to maintain the customers' expectations of our world-class communication services, the TS telephone 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 employees grow professionally with Sorenson Communications, Inc.

 As Technical Support I you will provide information and technical support to customers and businesses 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.

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

  • Use Cisco telephone system with a headset to process incoming and outgoing support contacts.
  • Resolve technical support and customer service issues received through telephone, email and chat.
  • Provide outstanding support solutions to our customers and businesses.
  • Provide support for the functionality and features of all Sorenson products and services.
  • Make it simple for our customers to understand our products and services.
  • Collaborate with other highly technical employees.
  • Identify, investigate, document, and recommend solutions to reported issues.

Knowledge/Skills/Abilities Required

  • Possess technical understanding of network connections and devices.
  • Possess knowledge of computer and mobile operating systems.
  • Have strong customer service background and demonstrate excellent customer service skills.
  • Demonstrate a passion to help customers with their technical issues.
  • Must possess a positive attitude with customers.
  • Able to communicate clearly with others through spoken and written English.
  • Must be able to type a minimum of 45 words per minute.
  • Able to complete work assignments independently or with minimal supervision and guidance.
  • Able to receive constructive feedback.
  • Be able to adapt in a fast paced working environment.
  • ASL skills and understanding of the Deaf and Hard-of-Hearing community preferred.

Experience/Education/Certifications

  • Have at least an AA/AS degree or equivalent experience.
  • Minimum 1 year of experience in Technical Support or equivalent experience.
  • Must know Microsoft Office well.

Other General Requirements/Additional Notes

  • Physical Demands
    • Able to sit for extended periods of time in an office environment
    • Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
    • Able to lift at least 50lbs
  • Regular and predictable attendance required.
  • Must be willing to work flexible hours, weekend and holiday included.
  • Positive attitude, team player, good interpersonal communication skills and able to work across company departments.
  • This position has access to highly confidential, sensitive information relating to the employees and customers of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

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



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