Customer Service Technical Support Specialist

CUSTOMER SERVICE TECHNICAL SUPPORT SPECIALIST

The American Printing House for the Blind (APH), a world leader in creating learning solutions and products for children and adults who are blind or visually impaired, is seeking a Customer Service Technical Specialist to meet the needs of our customers on their pathway to success. Reporting directly to the Director of Customer Experience, the Customer Service Technical Support Specialist will support the Customer Service team by providing product and technical support to APH customers and potential customers who need assistance with braille display hardware, and various hardware readers and magnifiers. 
Note: This is a remote position and the regular work hours will be Monday – Friday from 8:00am to 4:30pm EST.

MAJOR DUTIES AND RESPONSIBILITIES

•    Provide basic and extensive technical and product support for APH products. 
•    Provide support for users of the APH website and ecommerce platform.
•    Remotely diagnose and troubleshoot common device malfunctions and assist customers with returns and/or repairs as necessary. 
•    Liaison with partner manufacturers for advanced troubleshooting and technical support. 
•    Handle customer inquiries by phone, email, and mail regarding product questions and sales orders.
•    Research and document customer issues and contribute to the Customer Service knowledge base.
•    Commit to communicate with all APH customers following the standards of accessibility.
•    Continually learn about the APH product line and improve professional skills. 
•    Represent the APH brand positively in all customer interactions.
 

EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS

•    Associate Degree or up to 3 years of college or technical school
•    Education and/or experience in the Assistive Technology field required
•    Extensive experience with screen readers (such as JAWS, NVDA, Zoomtext)
•    Proficiency with refreshable braille displays and braille note takers required. Knowledge of braille embossers preferred.
•    Excellent oral, written, communication and organizational skills necessary. 
•    Strong attention to detail, with the ability to performance multiple tasks simultaneously, and prioritize work as needed.
•    Intermediate in Microsoft Word, Excel, and Outlook.
•    Ability to empathize with contacts of a wide variety of ages and situations is essential.
•    Ability to work independently from a remote location while continuing to support the team.

COMPENSATION

Minimum: $17.95    Midpoint: $22.03

CLICK HERE to apply. If you have issues applying online through Paycom, please email Zach Korby at zkorby@aph.org.

APH IS A DRUG FREE WORKPLACE. An offer of employment is conditioned upon successfully passing a drug screening test and background check. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, place of birth, religion, sex, sexual orientation, gender identity, age, disability or protected veteran status. 
EOE/AA/M/F/Vet/Disability Employer.