At Vispero, you’ll be part of a global team enhancing solutions that make a difference in people’s lives. Vispero is the world’s leading assistive technology provider for the visually impaired and owner of the brands AI Squared, Enhanced Vision, Freedom Scientific, Optelec, The Paciello Group and Interactive Accessibility. All the Vispero brands have a long history of developing and providing innovative solutions for blind and low vision individuals, helping them to reach their full potential.
The Technical Support Representative will provide timely, courteous and expert support to Vispero’s customers who need assistance with Vispero’s solutions for the blind and vision impaired customers including JAWS, ZoomText and other Vispero software solutions, braille display hardware, and various hardware readers and magnifiers for low-vision users. Perform troubleshooting and triage by phone, email and remote access. Determine and implement corrective actions that may include training, online assistance, providing workarounds, and handling product updates or replacements as appropriate.
The successful candidate will be able to use a braille display to read braille content for all types of files and online information and will be able to use an industry leading screen reader to "read" all types of files and online information via audio output.
Excellent oral communications skills
Excellent Customer service skills
Able to think logically and creatively
Dedicated and committed to problem resolution
Able to prioritize and multi-task successfully in intensive environment
Extremely organized with good follow thru
Able to learn quickly, take initiative, and adapt easily to changes
Ethical and can demonstrate conduct conforming to a set of values and accepted standards
Reliable, dependable and trustworthy
Honest with integrity
Accountable to accept responsibility for your actions.
Team Player with willingness to co-operate with others and work to the greater good.
Respond to user inquiries regarding installation, configuration and operation of Vispero software and hardware products to resolve problems for Vispero dealers, end-users and other customers
Maintain records of daily customer communication transactions, problems and remedial actions taken, or installation activities and enter all details in Vispero call tracking system
Read technical manuals and other online resources, confer with users, and conduct product diagnostics to investigate or gain remote access to customer systems to resolve problems or to provide technical assistance and support by phone or other online access
Confer with staff, users, and management to obtain technical information and confirm recommended response and recovery actions
Develop materials and procedures, train users in the proper use of applications or hardware devices
Perform various tasks including:
Adjust firmware, OS, application software
Conduct product diagnostics to determine nature of problems
Install Firmware, OS, application software
Install hardware, software, or peripheral equipment
Take calls from customers and respond quickly to their questions or requests for problem resolution
Use computers to enter, access or retrieve data for call tracking, problem analysis, etc.
Use support call tracking software applications
Associate or bachelor’s degree in Technical or related field
3-5 years of relevant experience
Must have working knowledge of Vispero Products including: JAWS, ZoomText and other Vispero software solutions, braille display hardware, and various hardware readers and magnifiers for low-vision users
If you have a passion for excellence and want to work with an outstanding team of experts, working in an exciting, challenging, fast paced environment for the world’s leading assistive technology company, please send your resume to firstname.lastname@example.org.