Embedded Client Technical Support Specialist

Primary Function

The Embedded Client Technical Support Specialist provides troubleshooting, technical support, and end-user service to users of our Fusion, JAWS, and ZoomText products within a large enterprise.

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.

• Consistently fulfill all assigned billable hours to serve clients and maximize company performance.
• Review tickets, within a client-provided tool, from users requesting technical support for our Fusion, JAWS, and ZoomText products from across our client organization.
• Assess the user need and perform any necessary research or data gathering to provide the highest quality response to the requestor.
• Perform basic troubleshooting where appropriate, liaising with resources across the client organization and Vispero, as necessary.
• Provide guidance and coaching of the user to resolve the issue or, according to processes defined by the client and Vispero, file support requests with and follow guidance from Freedom Scientific.
• Identify and share trends from support requests with training staff.
• Writing or refining existing technical documentation according to standards defined by the client and team.
• Other duties / projects as assigned.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Required Knowledge/Skills/Abilities

• Possess strong analytical skills and the ability to troubleshoot and resolve hardware and software problems.
• Ability to research and understand technical documentation and apply various technical resources.
• Solid experience with recent versions of Windows Desktop Operating Systems.
• Excellent verbal and written communication skills.
• Exemplary customer service and interpersonal skills.
• Ability to work independently and in team environments.

Qualifications:

• 1+ years relevant experience

Physical Requirements

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

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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.