> Markdown version of [/jobs/ext/2564862-technical-support-ii](https://www.wearedevelopers.com/jobs/ext/2564862-technical-support-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support II - **Company:** Sorenson Communications - **Location:** Salt Lake City, UT, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Bluetooth, Microsoft Outlook, Desktop Virtualization, Virtual Private Networks (VPN), Mobile Application Software, Microsoft Office - **Published:** August 3, 2026 - **Apply:** https://recruiting2.ultipro.com/SOR1001SORE/JobBoard/1fe5e40e-4e0c-4b11-86e3-9a8e1f396263/OpportunityDetail?opportunityId=872ebe79-abd8-47e0-83af-444c81bc43eb ## About the Role Minimum: High School Diploma or GED Experience Minimum Years of Experience: 1 year of experience working directly with customers Knowledge, Skills, and Abilities * Must be able to read, write, and speak English effectively through telephone, email, and other written communication. * Must be comfortable and experienced in using the telephone to take inbound calls. * Must be detail-oriented and proficient at multitasking. * Must be able to manage reported cases from beginning to end and manage time effectively. * Must be able to patiently communicate complex technical issues and solutions in a manner accessible to an older demographic. * Must be willing to learn proprietary customer relationship management software and attendant processes. * Must have a comprehensive working knowledge of using computer with Microsoft Office, specifically Outlook. * Must be able to type 45+ wpm. Working Conditions and Physical Requirements * Must be 18 years or older. * Punctual and reliable attendance. * Must be able to work day, night and weekend shifts, and flexibility preferred. * Ability to sit and/or stand at a desk and work with a computer for extended periods of time. * Must be able to work closely with team members to communicate, troubleshoot and resolve issues in Spanish and English. * Positive attitude, team player, good interpersonal communication skills and able to work across company departments. Disclaimer This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence. ## Description Provide customer service and technical assistance to installers and customers. Use technical and communication expertise to help users with CaptionCall products. Use excellent customer service skills in quickly resolving issues reported to technical support. Document all relative information and escalate new unique or unresolved issues to management., * Must have and demonstrate a solid proficiency in using computers in an MS Windows environment. * Provide technical customer service assistance to customers through phone and email. * Be able to instruct our customers in installing CaptionCall devices through DSL and Cable network devices. * Technical Support has access to highly confidential, sensitive information relating to the employees of CaptionCall. Applicants must possess the requisite integrity to maintain the information in the strictest confidence. * Assist our IT/Desktop service group with being the frontline support for our remote Captioning Agent employees using virtual private networks and virtual desktop infrastructure. * Must be able to assist our customers in setting up accounts to take advantage of our mobile application offerings. * Must be able to assist customers in troubleshooting various CaptionCall and mobile devices. * Must be trained in fundamental Bluetooth interactions to assist customers with the proper use of our products. * Must closely follow team processes to ensure compliance with company policies * Agree to and maintain strict consumer confidentiality. * Completion of other duties and projects as assigned. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Evolution of a hard-of-hearing person with technology](https://www.wearedevelopers.com/videos/2021-evolution-of-a-hard-of-hearing-person-with-technology) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Prototyping with Hardware and the Web](https://www.wearedevelopers.com/videos/651-prototyping-with-hardware-and-the-web) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)