Braille Assistive Technology Technical Support Specialist

Accessibility Partners is seeking an assistive technology technical support specialist to provide customers with technical support for a web-based library books service. Patrons of the service download books to their computers and mobile devices including Braille e-readers. The assistive technology technical support specialist provides technical support assistance for issues such as downloads not working, lost passwords, antivirus blocks and other IT-related issues common to a consumer oriented service. The assistive technology echnical support specialist also provides support for Braille e-readers including how to login and troubleshooting of possible hardware issues.
The position is part-time, telecommute/remote. The assistive technology technical support specialist will provide technical support remotely to users via email and phone, and be available via email, chat and phone to assist other team members.

Responsibilities
• Deliver high-quality customer service via our telecommunications support platform
• Triage issues and escalate them when necessary
Work from home and schedule requirements
• Work time will be on a part-time weekday schedule with 12-20 hours per week
• You must have access to a computer at home and reliable high-speed internet and a cellphone capable of receiving text messages for two-factor authentication. Other equipment will be provided.

Qualifications
• Excellent writing skills
• A minimum of 2 years’ experience in using braille displays.
• The ability to read a minimum of 150 contracted braille words per minute.
• Passion for helping others and creating customer support experiences that
wow users
• Ability to troubleshoot problems to find speedy resolutions
• Skilled at handling multiple issues at once to efficiently solve a large number of
inquiries
• Experience working independently in a minimally structured environment
• Proficiency in the use of iPhone/iPad mobile devices
• Proficiency in the use of iOS accessibility software such as VoiceOver and Zoom
• Proficiency in the use of Android family of mobile devices
• Proficiency in the use of Android accessibility software such as TalkBack and BrailleBack
• Proficiency in the use of common computer based accessibility software used by blind , visually impaired, or other individuals with disabilities including: JAWS, NVDA, VoiceOver (MAC OS)
• Proficiency in the use of Microsoft Windows
• Proficiency in the use of MacOS
• Proficiency in the use of zip based compression utilities for the Windows and Mac platforms
• Proficiency in the use of anti-virus utilities especially how to enable/disable and examine log files
• An understanding of how the internet works, especially how IP addresses are used
• Proficiency in the use of common internet browsers, especially how to set browser configuration options, including: Chrome, Firefox, Safari
• A general understanding of consumer based internet service providers
• An ability to debug consumer based internet file download problems, including: speed, reliability, file corruption, file location

Preferred qualifications
• College degree
• Customer support experience in a high-volume environment
• Experience working remotely on a virtual team
• Knowledge and understanding of W3C Web Content Accessibility Guidelines (WCAG) 2.2

If interested please respond with cover letter and resume to info@accessibilitypartners.com.

About Accessibility Partners
We are Accessibility Partners – your dedicated partner for accessibility.
More than that, we are accessibility, through and through.
Accessibility Partners is a small business. We work with government agencies and organizations of all sizes to improve their accessibility posture by providing distinctive and powerful solutions for their specific needs. Our team of consultants, test engineers, and trainers will work together with you to create innovative and practical accessibility solutions. We have successfully completed hundreds of projects for both industry and government clients. Throughout our operation, our staff has worked extensively as an exclusive accessibility partner providing top level testing, consulting, and training services. As a company, we offer expertise in the following areas:
• Accessibility Consulting (Industry, Government, and Higher Education)
• Accessibility Subject Matter Expertise
• Assistive Technology Experts
• Disability Advocates
• Authoring documents for publications, like white papers and marketing materials
• Keynote Speakers – Accessibility and Disability Advocacy