Product Support Specialist (Remote, Bilingual English/Spanish)

Lingraphica•West Windsor, NJ

7d•$54,500 - $60,500•Remote

About The Position

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey. As a member of the Product Support team, you are responsible for providing timely assistance to both internal and external users of Lingraphica speech-generating devices and software. The Product Support Specialist collaborates with the Sales, Marketing, Project Management, and Engineering teams to swiftly resolve issues, deploy enhancements, and deliver an exceptional user experience. We are looking for a bilingual (English and Spanish) candidate to join our team for the 10 a.m. to 6 p.m. or 11 a.m. to 7 p.m. EST shift.

Requirements

Competency in major consumer operating systems (Android, iOS, Mac, Windows).
Familiarity with other popular consumer technology products (Amazon Alexa and other smart products, Google suite, etc.)
Remote access.
Mobile device settings.
Accessibility tools.
Wireless network troubleshooting.
Patience, empathy, and compassion; a determination to support individuals with communication difficulties.
Enthusiasm for continual learning.
Attention to details and quality.
Accountability and commitment.
Ability to self-manage with minimal oversight.
Bachelor's Degree or equivalent combination of education and experience.
3-5 years of experience working with end users in a technical support role or related experience.
Proficient in English and Spanish with strong written and verbal communication skills

Nice To Haves

Prior experience in the healthcare and/or software industry.
Proficiency with TeamViewer, HubSpot CRM, Slack and Microsoft suite (or equivalent products).

Responsibilities

Leverage Lingraphica’s learning management system to develop expert-level knowledge of Lingraphica devices, apps, accessories, and services.
Manage a support caseload that includes inquiries by phone, email, chat, and scheduled appointments.
Participate in pre-launch product testing.
Investigate and report software defects to the Engineering team.
Maintain Lingraphica’s external knowledge base.
Facilitate device repairs.
Think outside the box and develop creative technical solutions for users with unique communication needs.