Technical Support Specialist

Vispero is the world’s leading provider of assistive technology for individuals who are blind or have low vision. Owning distinguished brands such as Enhanced Vision, Freedom Scientific, Optelec, The Paciello Group, and Interactive Accessibility, Vispero is dedicated to enhancing solutions that significantly improve people's lives. Our long history of developing innovative solutions helps individuals reach their full potential.

Vispero is seeking a skilled Technical Support Specialist to provide essential troubleshooting and support for our hardware products. This role includes hardware diagnostics, system configuration, monitoring, maintenance, resolving network issues, and creating how-to documentation. If you have strong problem-solving skills, exceptional customer service abilities, and thrive in a challenging yet positive work environment, we want you on our team.

Scope of Work

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.

• Provide comprehensive technical support and monitoring for all Vispero branded hardware.
• Diagnose and troubleshoot technical issues including connectivity, scanning OCR accuracy, software updates, hardware issues, and display malfunctions.
• Assist users who are blind or have low vision via our ticketing system, by email or phone.
• Document customer interactions, common issues, and resolutions in our ticketing system.
• Manage computer information systems, including configuration, monitoring, and maintenance tasks.
• Contribute to network troubleshooting and related problem-solving activities.
• Handle additional duties and projects as needed.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Knowledge/Skills/Abilities

Qualifications:

•  At least 2 plus years prior experience in customer support, technical support, or a related role.
•  Familiarity with low vision hardware, assistive technology, or accessibility tools.
•  Ability to explain technical concepts in a clear and simple manner.
•  Proficient in Windows desktop, server operating systems, MacOS, IOS, Microsoft Office, various browsers, PC/Laptop configuration, registry systems, remote desktop, and VPN environments, including accessibility settings and system configurations.
•  Excellent problem solving, analytical, and troubleshooting skills.
•  Outstanding verbal and written communication skills; ability to effectively convey information to executives, business stakeholders, technical staff, and vendors.
•  Demonstrated customer service excellence and strong interpersonal abilities.
•  Capable of working independently as well as collaboratively in team settings.
•  Knowledge of CCTV-based OCR magnification systems, including desktop and portable electronic magnifiers.
• Knowledge of screen readers, speech synthesis, and OCR solutions.
• Background in hardware diagnostics and minor repairs for CCTV OCR equipment.
• Experience working with visually impaired individuals or in the assistive technology field.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

                                                                                                                                                     

The typical salary range of the Technical Support Specialist is between $19.00 per hour and $22.00 per hour depending on experience, location and qualifications. The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified.