If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

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

Purpose: 

The Technology and Training Specialist is responsible for ensuring that every customer who tries one of our devices has the best possible experience. This position will be one of the primary contacts for all customers in the Consumer Business pipeline, including a virtual orientation, initial device set-up, weekly device training sessions, and preparing customers for independent use with their device.  This role will be the liaison between the vetting, funding, and clinical teams that will support and be part of the customer journey to obtain a device. 

Essential Duties & Responsibilities: 

• Establish rapport with our Consumer Business customers (patients & care-partners) and ensure the best possible experience 

• Be the first point of contact for all Consumer Business customer and liaison, as appropriate, with other teams to ensure a seamless experience 

• Conduct the initial virtual device orientation with all customers (via Zoom) 

• Evaluate basic competencies (follow instructions, physical responses, patient needs)

• Carry out the device trial plan established by our Clinical Technology Consultants (i.e., weekly training sessions with customers)

• Provide basic technical support, as needed

• Work closely with the CTCs and clients to customize devices based on the client’s functional communication needs

• Obtain clinical information, as needed, and with the help of our internal Client Navigator team

• Document all customer interactions in our customer relationship management (CRM) system

• Provide continuous feedback to all Consumer Business Team members to ensure smooth transitions across the customer life-cycle

• Ensure customers are trained and ready for independent device usage

Other Duties & Responsibilities:  

• Maintain company standards for CRM procedure

• Assist other members of the Consumer Business Team, as needed

• Collect and report on key metrics within the Consumer Business Team

• Work with others within the Consumer Business team for additional opportunities for customer engagement

• Other duties as assigned

Education & Experience:

• Bachelors/Associates Degree, or some college coursework preferred  

• 1-3 years of customer service or related experience directly working with customers on the phone   

• Experience with Lingraphica technologies, including communication devices, SmallTalk apps, TalkPath Therapy, and TalkPath News, strongly preferred 

Knowledge, Skills & Abilities:

• Understand what it means to deliver a superior customer experience  

• Strong phone skills  

• Always maintain a calm and professional demeanor when dealing with customers  

• The ability to identify the needs of customers and offer meaningful and timely information in response  

• Proactively report trends and customer feedback, and recommend/implement creative solutions

• Strong communication skills with both external customers and internal departments

• Workload flexibility, open to change, and the ability to prioritize tasks

• Ability to work together with persons with disabilities

• Proficiency with HubSpot, Microsoft Excel/Word, Zoom preferred

Work Environment & Physical Demands 

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

Travel 

Travel to our Princeton, NJ office may be required on occasion, up to 4x / year. Occasional travel to national conventions and conferences, within the continental United States (conditional on Covid restrictions) 

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!