At Tobii Dynavox, we empower people with disabilities to do what they once did or never thought possible. We call this mission Power to Be You. Our assistive communication technology helps our customers express themselves, connect with the world, and pursue independence, whether through everyday activities like ordering food or extraordinary feats like running a company. Working at Tobii Dynavox, you'll become part of a team that spans the globe, with offices in the US, Sweden, the UK, China, and beyond.

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Job Summary:

The Customer Service and Support team's primary responsibility is supporting our customers and sales account managers in our Education Channel, supporting our Boardmaker product offerings. This fast paced and dynamic role requires strong communication skills, advanced systems management, patience, and the ability to multi-task.

Key Responsibilities/Competencies:

• Works to address product and service inquiries via phone, email and chat with a focus on retention rates and a positive customer journey
• All aspects of subscription order management including but not limited to: creating accounts, delivering invoices, assigning account administrators, aligning subscription dates with billing terms, as well as physical product order management
• Research, resolve and report upon product or service problems by clarifying the customer's concerns; determining the cause of the problem; implementing correction or adjustment; following up to ensure resolution
• Collaborate with our field sales team by processing all incoming orders, assisting with quote concerns and fostering positive client relationships to maximize customer loyalty

• Qualify customer leads and disseminate to field sales appropriately

• Working heavily with our Accounts Receivable department to resolve any invoicing/re-invoicing needs or billing discrepancies
• Provide and advocate for a positive customer experience in cross-team collaborations with our finance, engineering, technical support, sales, marketing teams
• Initiative to create and update department work instructions on an ongoing basis
• Display a growth mindset by initiating self learning to ensure product and process knowledge is up to date in an ever-changing environment
• Ability to communicate with a wide variety of clients including school district administrators, teachers, caregivers, parents, and others an in understanding and empathetic manner
• Ability to support global customers with mindfulness of varying time zones

• Other duties as assigned

Minimum Qualifications:

EDUCATION / EXPERIENCE REQUIREMENTS:

• High School Diploma, Bachelor's degree preferred or combined professional experience

COMMUNICATION SKILLS:

• Clear, concise, and articulate written and spoken communication
• Strong interpersonal/rapport building skills
• Ability to communicate with all levels within the organization
• Ability to work cooperatively as a member of a team
• Demonstrated ability to discern issues and concerns of customers (internal and external)
• Ability to remain calm and focused while communicating in a fast-paced environment
• Creative problem-solving and decision-making
• Listening/Phone Skills

COMPUTER SKILLS:

• Microsoft Office Suite (Outlook, Teams, Excel, Word)
• Basic data, word processing skills, tech savvy and able to work within many programs, often simultaneously
• Ability to work/train in multiple customer service management systems
• Salesforce, Zuora, JIRA, FastSpring, Shopify experience a bonus

OTHER SKILLS/REQUIREMENTS:

• Strong organizational abilities
• Excellent communication skills (written and verbal)
• A high level of accuracy, attention to detail, ability to meet deadlines, and proven ability to handle confidential information
• Problem solving skills - Analyze potentially complex situations andimplement effective solutions
• Initiative:Takes proactive actions to achieve goals and driveimprovements
• Ability to engage with remote teammates
• Team player who can easily manage shifting priorities and multi-task in a dynamic environment

Physical and Work Environment Requirements:

• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to work with interruptions in a fast-paced environment
• Ability to work at a desk for prolonged periods of time
• Position is remote with an option to work from the office location in Pittsburgh, PA should you choose. Remote employees should have a dedicated workspace where they can focus and minimize distractions with a reliable internet connection.

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