When I've interviewed for tech support jobs, I always tell this true story:
At the start of the 1990s, I worked with twenty-eight other people, all able-bodied, in the tech support department at Stenograph corporation. Cindy, my boss worried some that a blind person, not being able to see the screen could effectively support our newest product since it was based on the new operating system Windows for Workgroups. I was our DOS expert and Cindy wanted to avoid having me talk to windows users if possible.
One day though, when Cindy was safely out of town and I was supporting Windows as usual, we got a call from a customer who was trying to use our new audio annotations feature. Nearly all my co-workers had tried to help this difficult customer already; they were sure her sound card was malfunctioning and that she'd just continue to waste our time.
When I got her into windows and into the correct module for our program, I asked her to look carefully at the screen. Other reps had repeatedly told her to click on the microphone, and it had not worked.
She described the top line of the window, reporting that it read "Discovery ZX For Windows".
"That's right," I encouraged, "That's called a title bar.
She described the triangles and the little X (the minimize, maximize and close buttons.)
I had her look below that and she read "File, Edit, View, Preferences, Help"
"Good," I encouraged again. That's called the menu bar. Now, what's below that."
"Oh there's these little picture things," she said."
"That's the toolbar," I said "The pictures are tools. What's the first tool?"
"It's like a folder thing," the customer said.
"Yes," I explained, "YOu'd click there to open up or save a file. What is the tool to the right of File?"
"Oh it's a thing like a paper clip.", she said.
"That's for annotations," I explained. For taking notes. You click it when you want to type in a note or make a bookmark."
"After that," she said uncertainly, "There's a picture of a candle."
"Oh," I said, it is supposed to be a microphone. What happens when you click on it.”
She clicked and her sound card worked fine. Mhy co-workers were amazed. The story soon spread throughout the department that I could support Windows possibly better than sighted people because they were so busy looking at the screen it distracted them from listening to the customer. I got promoted to a product lead, Cindy never worried about me again, and had our department not been downsized out of existance several years later, I probably would still be there today!