Product Support Specialist

Company Description

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communccation journey.

Job Description

Purpose: 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. 

Essential Duties & 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. 
• Investigate and report software defects to the Engineering team. 
• Maintain Lingraphica’s external knowledgebase. 
• Facilitate device repairs. 
• Think outside the box and develop creative technical solutions for users with unique communication needs. 

Qualifications

 Technical Competencies:

• 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. 

Customer Service Competencies:

• 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. 

Education & Certifications:

Bachelor's Degree or equivalent combination of education and experience. 

Required Experience:

3-5 years of experience working with end users in a technical support role or related experience. 

Preferred Experience:

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

Additional Information

Work Environment & Physical Demands

Incumbent may work from home and is expected to maintain a safe, productive work environment with secure, high speed internet access.

Work Schedule/Hours/Shift

Monday - Friday; 10 - 6 pm ET or 10:30 - 6:30 pm ET or 11 - 7 pm ET

Travel

Travel to Lingraphica’s home office in NJ and to cities within the continental United States for company related meetings required 2 times per year.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To learn more about Lingraphica, visit: www.lingraphica.com!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.