Assistive Technology Support Technician

Location: On-site at the Tonsley office in Adelaide, Australia; permanent full-time role, 4–5 days per week. Preferred start date: early December 2026.

Company

Develops assistive communication solutions that help people with disabilities express themselves, connect with the world, and live richer lives.

What you will do

• Provide technical support to users, therapists, family members, colleagues, and partners by phone, email, chat, and remote support sessions across Australia and New Zealand.
• Train users and professionals on assistive communication devices and solutions.
• Troubleshoot operating system, software, voice, display, performance, and device-related issues across Windows and iOS environments.
• Use structured questioning to distinguish hardware-related from software-related issues and escalate cases when needed.
• Configure new devices, reset loan and rental devices for shipping, and maintain accurate customer and device records.
• Suggest practical improvements to technical support processes and customer outcomes.

Requirements

• Strong troubleshooting skills, including the ability to distinguish between hardware and software symptoms.
• Experience in technical support, help desk, desktop support, field service, device deployment, or another customer-facing troubleshooting environment.
• Solid working knowledge of Windows.
• Strong organisation, prioritisation, and time-management skills for managing multiple cases, calls, and scheduled support sessions.
• Attention to detail, patience, empathy, and clear written and verbal communication skills.
• Ability to ask effective diagnostic questions and adapt technical explanations for people with different levels of technical knowledge.
• Ability to collaborate with local and global cross-functional teams in a service-focused environment.
• Curiosity about assistive technology and commitment to continuously learning users’ needs, products, and solutions.

Nice to have

• Familiarity with macOS and iOS.
• Experience supporting people with disabilities or complex communication needs.
• Experience troubleshooting mounting systems or wheelchairs.
• Experience with ticketing systems, remote access software, or CRM systems such as Salesforce and JIRA.

Culture & Benefits

• Work in a mission-driven environment focused on empowering people with disabilities.
• Collaborate with support, repair, and cross-functional colleagues across Australia and globally.
• Permanent full-time employment with flexibility of 4–5 working days per week.
• Inclusive workplace that values equality of opportunity, dignity, diversity, collaboration, and individuality.
• Opportunity to grow technical and product knowledge within a dynamic global company.