Earthlink Master Tech Uses Expertise in Assistive Technology to Enhance Reputation of Leading ISP

Earthlink customers keep Master Tech Bert Borja busy troubleshooting issues with their Internet service. Borja loves the challenge and works quickly and fluidly among three or four computers at his technical support workstation. Borja is a technical wizard when it comes to computers and a proponent of the assistive technology that helps him and many of his customers stay connected.

While one computer is plenty challenging for most people, Bert Borja, Master Tech (that's really his title) for Internet Service Provider Earthlink, Inc., routinely zips back and forth among four. His workstation is equipped with two PCs, and an Apple Macintosh—and he frequently brings in a personal laptop as well. Borja knows all of his computers inside and out. He has to—his job it to help customers get, and stay, connected with their Internet service.

In addition to this hardware and software, Borja knows a lot about assistive technology too. Legally blind, Borja gets information from his computer not by sight, but by sound and touch. He relies on a number of assistive technology tools including Window-Eyes screen reading technology from GW Micro, Inc. Screen readers are software programs that present graphics and text as speech—they verbalize, or "speak," everything on the screen including names and descriptions of control buttons, menus, text, and punctuation.

Borja's job is to help customers troubleshoot their issues with the Internet. "Usually they can't connect, get e-mail, browse, participate in news groups—or, they can't get access to something on a Web site. Generally, I answer any Internet-related question and attempt to troubleshoot any Internet-related device that will connect/get e-mail or do anything on the Internet. Whether it's a phone, a computer, a home appliance or a game machine—we'll attempt to fix it," he says.

Knowledge of Customers' Issues Helps Earthlink Build Customer Base

Borja can help most Earthlink customers who call in with questions, but he is especially sought after for his expertise by the company's visually impaired customers. In fact, Borja says, he has at least 172 customers in a database of customers with visual impairments. He provides ongoing support to those customers if they encounter problems with their Internet connection.

Borja's supervisor, Paul Bustamante says that in addition to providing assistance based on first-hand knowledge to customers with visual impairments, Borja provides valuable suggestions on how to make Earthlink's products better and easier to use for customers with visual impairments. He also acts as a resource for his colleagues who get questions from customers who use assistive technology.

Borja's expertise also adds to the company's overall success by helping to increase its customer base, Bustamante says. "Our customers with visual impairments appreciate that we have people on staff who can answer their questions and troubleshoot their problems—that creates customer satisfaction and builds customer loyalty."

Assistive Technology Contributes to Good Communications

According to Bustamante, assistive technology contributes to good communications at Earthlink too. "It helps keep our visually impaired agents in the know on everything—up-to-speed with everything that's going on," he says. "With assistive technology, Earthlink customer service employees function in their jobs just as their sighted associates do. They can access their e-mail, the customer database, and the knowledgebase for technical information—everything they need to do their jobs." Bustamante points out, in addition, that the individuals with visual impairments that he knows at Earthlink are highly motivated. "They are very eager to work and to show that they are fully capable of being valuable contributors to Earthlink," he says.

A Strong Interest in Technology of All Kinds Leads to Success

Borja has worked for Earthlink for five years. Prior to that, he studied computer technology at two points in his life. He also worked for ten years as a business manager in a small business. He followed an early interest in computers to his present position. Along the way, he has picked up knowledge and experience using all Microsoft operating systems from Microsoft Windows 3.1 to Microsoft Windows XP and several versions of the Apple Macintosh operating system. He is knowledgeable about all versions of Microsoft Office, he says. On top of that he is thoroughly knowledgeable about the equipment used by customers to connect to and use the Internet. And, on top of that, he is a skilled user of assistive technology including several screen readers, Braille displays and other assistive technology products.

Earthlink Provides Employees the Tools They Need to Do Their Jobs

Borja thinks Earthlink has been very responsive to his requests for tools to do his job. His workstation with its three computers includes one to two more machines than the average and some of his assistive technology has been provided by the company as well. He has also gotten assistance from the California Department of Rehabilitation and the Braille Institute.