Technical Support Representative (Assistive Technology)

Location: Remote, United States (Pennsylvania); Monday-Friday, 11:00 AM-7:30 PM EST

Company

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

What you will do

• Respond to customer inquiries through phone, email, and chat.
• Diagnose and troubleshoot hardware, software, connectivity, operating-system, and product-related issues.
• Provide product guidance, basic training, issue resolution, and clear next-step instructions.
• Document customer interactions, troubleshooting activities, resolutions, and case notes in support systems.
• Arrange product repairs and escalate complex or unresolved issues while maintaining ownership of the customer experience.
• Participate in training, coaching, team meetings, knowledge sharing, and continuous improvement initiatives.

Requirements

• High school diploma or equivalent required.
• Strong technical aptitude and analytical, troubleshooting, and problem-solving abilities.
• Clear verbal and written communication skills with effective customer service phone skills.
• Ability to manage multiple support channels while maintaining productivity, quality, and documentation standards.
• Proficiency with Microsoft Word, Outlook, and Windows navigation.
• Ability to work at a desk and use a computer and telephone for prolonged periods.

Nice to have

• Associate degree in Information Technology, Computer Science, or a related field.
• Previous technical support, customer service, or call center experience.
• Fluency in Spanish or French.
• Experience with database applications, spreadsheets, relational databases, or embedded and specialized operating systems.

Culture & Benefits

• Collaborative environment built on mutual respect, accountability, and shared success.
• Focus on customer satisfaction, service quality, and team objectives.
• Opportunities for coaching, training, knowledge sharing, and professional growth.
• Inclusive workplace valuing equality of opportunity, dignity, and diverse perspectives.