Assistive Technology and Customer Service Specialist

Assistive Technology and Customer Service Specialist

Join to apply for the Assistive Technology and Customer Service Specialist role at The Lighthouse of Houston.

The Lighthouse of Houston for the Blind is hiring an Assistive Technology and Customer Service Specialist to support our mission and vision. This is a full‑time position in the Education and Technology Department.

This position is responsible for providing assistive technology training services to blind and low‑vision clients using a variety of adaptive technologies and individualized customized training. It also includes designing and implementing customer service training programs, conducting workshops and evaluation of program effectiveness.

• Design comprehensive training programs by identifying skill and knowledge gaps, developing engaging training materials, and ensuring content remains current with industry trends and company standards.
• Deliver training sessions and conduct onboarding for new hires as well as ongoing training for existing representatives, using classroom sessions, online courses, and hands‑on activities.
• Train clients and associates on a variety of adaptive technologies including JAWS, Zoom Text, Microsoft Office products, smartphones, and iOS/Android app technology.
• Assess client skillsets to determine the most appropriate training and educational opportunities and customize outcome‑focused training programs tailored to individual needs.
• Evaluate the effectiveness of programs by collecting feedback and monitoring performance; identify areas for improvement and make necessary adjustments.
• Provide resources, facilitate workshops, and offer one‑on‑one coaching to support continuous learning.
• Develop and maintain client relationships, coordinate scheduling of client appointments, and maintain high levels of communication with internal and external partners.
• Maintain accurate records of training activities, including attendance, progress reports, and certification statuses; submit billing reports as required.
• Research new technology to stay apprised of the latest software and training material; collaborate with other departments for integration.
• Follow safety protocols, protect data integrity, and comply with confidentiality rules and the organization’s Code of Conduct.
• Attend team meetings, provide updates, and support process improvement initiatives.
• Perform other related duties as needed.

• High school diploma or GED required.
• Bachelor’s degree in Education, HRD, or a related field preferred; equivalent work experience considered.
• Master’s Degree preferred in Education.

• Experience with traditional computer systems and adaptive technologies used by the blind and low‑vision.
• Proficiency with JAWS and Zoom Text screen reader software.
• Excellent computer skills with Microsoft Outlook and other Office applications.
• Strong interpersonal and communication skills; able to convey information clearly both verbally and in writing.
• Ability to adapt to diverse learners and explain complex concepts simply.
• Empathy, patience, and ability to foster a supportive learning environment.
• Strong organizational, time‑management, and detail‑orientation skills.
• Ability to work independently or in a team; handle pressure, meet deadlines, and adapt to changing conditions.
• Familiarity with various training tools and technologies.
• Physical ability to perform prolonged periods of sitting, frequent computer use, and occasional lifting of boxes up to 40 pounds.
• Willingness to comply with reasonable accommodations for individuals with disabilities.

• Supervisory responsibilities:
  
  None.
• Physical demands:
  Prolonged sitting and computer use; occasional lifting of up to 40 pounds.