Tech Support Specialist – Low Vision ProductsPosition Type: Temp-to-Perm

Start Date: ASAP

Work Arrangement: Fully Remote

Work Location: Anywhere in Quebec

Schedule: Training: 8:30 AM–5:30 PM | Regular Shift: 9:30 AM–6:30 PM

Number of Positions: 1

About the RoleWe are seeking a Tech Support Specialist – Low Vision Products to provide technical support to customers and partners using HumanWare products and technologies.

The ideal candidate will have a strong technical background, excellent customer service skills, and the ability to troubleshoot product-related issues while taking ownership of customer inquiries through to resolution.

Key Responsibilities

- Provide technical support for HumanWare products and technologies to customers and partners.
- Troubleshoot and resolve customer questions related to product functionality, software issues, bugs, and enhancements.
- Take ownership of customer issues from initial contact through resolution and escalate issues when required.
- Keep customers informed about the progress and resolution of their technical issues.
- Accurately document customer and partner interactions, including RMA transactions, in the appropriate systems.
- Provide technical tips and guidance to customers, distributors, and sales teams.
- Communicate customer feedback to the appropriate internal teams.
- Test and evaluate new products and software releases as required.
- Participate in training opportunities to maintain and enhance technical knowledge.




- Maintain a professional, helpful, and service-oriented approach in all customer interactions.

Requirements
- Degree or diploma in Computer Science, Information Technology, or a related field is an asset.
- Excellent verbal and written communication skills in English.
- Previous experience supporting technical products, hardware, software, or technology solutions.
- Strong troubleshooting and problem-solving skills.
- Customer-service-oriented approach with excellent communication skills.
- Strong interest in technology and willingness to learn new products.
- Experience with CRM or ticketing systems is an asset.
- Excellent organizational and follow-through skills.
- Ability to manage and track multiple customer issues effectively.
- Solid sense of responsibility, punctuality, and work ethic.
- Flexibility to work different shifts when required.

Preferred ExperienceExperience with any of the following would be an asset:
- Technical product support
- Hardware/software troubleshooting
- Assistive technology
- Accessibility technology
- Low-vision products
- Screen readers or magnification software
- Braille or accessible technology
- CRM/ticketing systems
- RMA processes

Work Arrangement & Schedule
- Fully Remote
- Candidates can be located anywhere in Quebec.
- Training schedule: 8:30 AM–5:30 PM
- Regular schedule: 9:30 AM–6:30 PM
- Candidates should be comfortable with potential shift flexibility.

📌 Technical Support Specialist (Canada)
🏢 ExcelGens
📍 Canada