Customer Experience Technical Support Specialist
About The Position
Supports the Customer Experience team by providing product and technical support to APH customers and potential customers. At the American Printing House for the Blind (APH), we believe access to the right tools and information at the right time can change lives. Every day, we work to break down barriers and empower students, families, adults, and educators—creating a future that belongs to everyone. From braille and large-type books to cutting-edge digital tools, our products and services reach people who are blind or low vision across the U.S. and beyond. If you're passionate about quality, innovation, and impact—you belong here.
Requirements
- Associate’s degree in Assistive Technology-related fields.
- 3+ years’ relevant experience.
- Note: A combination of education, training, and experience may be considered when competency in the role is demonstrated.
Responsibilities
- Provide Level II technical and product support for APH products, including troubleshooting, remote diagnostics, and coordinating repairs or returns.
- Assist customers with navigating the APH website, ecommerce platform, and product resources to ensure a seamless user experience.
- Collaborate with Product Managers and partner manufacturers to resolve complex technical issues and provide advanced product support.
- Research, document, and track customer inquiries and resolutions to strengthen the Customer Experience knowledge base.
- Deliver customer communications that meet accessibility standards while building positive, professional relationships that reflect the APH brand.
- Maintain expertise in APH products, technologies, and industry developments through ongoing learning and professional development.
Benefits
- Employer subsidized insurance (with family planning benefits)
- HSA and FSA options with company contribution
- 4 weeks PTO + 11 paid holidays
- 401(k) plan with company match and immediate vesting
- Competitive dental and vision plans
- Company-provided short-term disability and basic life insurance
- Voluntary life and accidental death & disability insurance
- Health and well-being initiatives
- Public Service Loan Forgiveness employer
- Voluntary pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
