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Technical Support - Full Time

Sorenson Communications Salt Lake City Full-Time
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Technical Support: Why Does This Position Matter? Sorenson Communications wants 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.

Technical Support I will provide information and 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.

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

  • Resolve technical support and customer service issues received through VP, email, telephone and other contact methods.
  • Provide outstanding support solutions to our customers.
  • Provide support for the functionality and features of all Sorenson products and services.
  • Collaborate with other highly technical employees.
  • Make it simple for our customers to understand our products and services.
  • Use ASL and English to effectively communicate with the Deaf, Hard of Hearing and Hearing users of VRS 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.
  • Identify, investigate, document, and recommend solutions to reported issues.


Knowledge/Skills/Abilities Required

  • Fluency in American Sign Language required.
  • Able to communicate clearly in written English.
  • Technical understanding of network connections and devices.
  • Knowledge of computer and mobile operating systems.
  • Demonstrate a passion to help customers with their technical issues.
  • Excellent customer service skills.
  • Be willing to keep up-to-date on current technology.
  • 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.
  • Demonstrate a positive attitude with customers.
  • Able to adapt in a fast paced working environment.
  • Knowledge of Microsoft Office.

Experience/Education/Certifications

  • Have at least an AA/AS degree or equivalent experience.
  • Minimum 1 year of experience in Technical Support or equivalent experience.
  • Experience in customer service or technical support.

Other General Requirements/Additional Notes

• Physical Demands
o Able to sit/ stand for a long period of time in an office environment
o Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle         other computer components
o Able to lift 50 lbs.
• 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


Recommended skills

American Sign Language
Communication
Instructions
Positive Attitude
Passionate
Self Motivation
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Sorenson Communications® (www.sorenson.com) is a provider of industry-leading communications products and services for the deaf and hard-of-hearing. The company's offerings include Sorenson Video Relay Service® (SVRS®), the highest-quality video interpreting service; the new Sorenson ntouch® VP videophone, designed especially for use by deaf individuals; ntouch® PC, software that connects users to SVRS by using a PC and webcam; ntouch® Mobile, an application empowering SVRS communication via mobile devices; and Sorenson IP Relay® (SIPRelay®), a text-to-speech relay service.

Our mission is simple; to provide the highest-quality communication products, solutions and services to all deaf and hard-of-hearing individuals.

We believe in: 

  • Serving our customers and our colleagues with enthusiasm and compassion
  • Equal communication between the Deaf and hearing communities
  • Fostering diversity, integrity and professionalism to achieve success
  • The preservation of Deaf culture and American Sign Language (ASL)
  • Thinking innovatively about products, services and people

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