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 Customer Support Associate provides technical support for all Lingraphica products. This position serves as the main point of contact for our customers and internal employees when product issues arise. The Customer Support Associate is responsible for troubleshooting, identifying, and resolving issues or concerns to ensure our products are functioning properly for our customers. The Customer Support Associate provides end-user training on basic functionality of the speech-generating device product to customers and caregivers who are device owners. This position is responsible for providing exceptional customer service in a timely manner. 

Essential Duties & Responsibilities: 

•  Identify and provide a resolution for product issues Lingraphica customers are experiencing 
• Maintain an expert knowledge of Lingraphica devices, accessories, web programs, and mobile applications 
• Provide direct customer support requested from multiple sources including incoming calls, online chats, scheduled appointments, emails, and internal customer requests 
• Proactively follow up with customers to ensure their concerns are resolved 
• Maintain and manage calendar and schedules to facilitate support coverage Document pertinent information of all calls and points of contact in the Lingraphica CRM ticketing system 
• Maintain current knowledge of product developments, bugs and fixes, updates, known issues, and other important changes to products 
• Provide technical product and system support to Lingraphica internal customers 
• Deliver customer support using remote support tools and technologies 
• Deliver scheduled training to new device owners 
• Conduct pre-release alpha-testing for new products and product updates
• Participate in the interviewing process and in the orientation and training of new hires to the Customer Support Team as needed

Other Duties & Responsibilities: 

• Coordinate with Operations team on shipping requests, device repairs, and changes to hardware inventory
• Collect and report on key metrics within the Customer Support team 

Skills & Competencies 

Technical Competencies:  

• Hardware and software (OS / Application) knowledge and computer systems literacy; Android, iOS, and Windows OS application support experience including navigation, installation, and troubleshooting   
• Willingness and ability to assist individuals who may have limited or no technology understanding or experience 
• Creative problem-solving mindset  
• Self-motivated and directed  

Customer Service Competencies:  

• A team mentality and willingness to support and help other members of the Customer Support team 
• Customer focus and active listening; maintain a calm and professional demeanor when dealing with customers 
• Patience in all transactions and communications; a determination to support individuals with communication difficulties 
• Ability to assist individuals who have aphasia and other speech/language challenges with empathy and compassion 
• Positive professional attitude  
• Empathy and compassion  
• Understanding and solving problems  
• Enthusiasm for continual learning  
• Attention to details and quality  
• Accountability and commitment  
• Emotional intelligence  
• Conflict resolution 

Education & Certifications: 

Bachelor’s Degree or equivalent level of education/certification, preferred 

 Required Experience: 

• 3-5 years of experience working with end users in a technical support role or related experience 
• 3-5 years of customer support experience
• Experience using remote software tools, O365, video conferencing software, VOIP

Preferred Experience: 

• Work experience within a healthcare environment  
• Bilingual - Spanish

Job Type: 

• Full-time, Mon-Fri, 40 hours per week 
• Hours: 9 - 5 pm PST, 10 - 6 pm MST, 11 - 7 pm CST, or 12 - 8 pm EST

Travel Requirements: 

• Travel to Princeton, NJ or another location within the United States for training, team meetings, etc., approximately 4x / year 

Work Environment & Physical Demands: 

•  Incumbent may work from home and is expected to maintain a safe, productive work environment with secure internet access.  May commute to the Princeton, NJ office if preferred; Work environment is that of a typical office environment.  Noise level is low to moderate.  Must be able to operate a computer with or without a reasonable accommodation

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 ability 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.