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Technical Support

Company: Sorenson Communications
Location: Rochester
Posted on: May 16, 2020

Job Description:


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 videophone 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, LLC.

As Technical Support I you will provide information and technical support to customers and businesses on hardware, software and network related issues 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 videophone system to process incoming and outgoing support contacts.

* Resolve support and service issues received through email, videophone and other contact methods.

* 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

* Able to communicate clearly with others through American Sign Language and English

* 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.

* Be willing to keep up-to-date on current technology.

* Demonstrate a passion to help customers with their technical issues.

* Have a positive attitude with customers.

* 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.

* Be able to adapt in a fast paced working environment.


* 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

* 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 attitude for this position.

* Sitting for extended periods of time.

* Keyboards routinely used throughout the day.

* 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.

* At a minimum, you should be able to lift at least 50 pound packages.

Equal Employment Opportunity:
Sorenson Communications is an EOE, Disability/Age Employer.

Keywords: Sorenson Communications, Rochester , Technical Support, IT / Software / Systems , Rochester, New York

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