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 Product Support Specialist (PSS) provides Tier 2 technical support for all Lingraphica products. The PSS is recognized as a product expert, delivers end-user training and guidance, and troubleshoots complex technical issues. This role is committed to providing exceptional customer service in a timely manner. 

Essential Duties & Responsibilities: 

• Maintain expert knowledge of Lingraphica devices, apps, and services.
• Provide support from multiple sources including calls, online chats, scheduled appointments, emails, and internal user requests. Proactively follow up with customers to ensure their concerns are resolved.
• Deliver virtual training sessions to new device owners.
• Maintain accurate documentation of all customer interactions.
• Think outside the box and develop creative technical solutions for users with unique needs.

Other Duties & Responsibilities: 

• Participate in internal focus groups and cross-department projects.
• Coordinate with Fulfillment team on shipping requests and device repairs.
• Test and document software defects and escalate to the Development team.
• Proactively identify opportunities for process improvement.

 Technical Competencies:  

• Competency in major consumer operating systems (Android, iOS, Mac, Windows).
• Experience with other popular consumer technology products (Amazon Alexa and other smart products, Google suite, etc.)
• Remote troubleshooting.
• Wireless network troubleshooting.
• Mobile device accessibility settings.
• Stays current with the latest technology trends, products, and features.

Customer Service Competencies:  

• Patience, empathy, and compassion; a determination to support individuals with communication difficulties.  
• Brings a positive professional attitude to work every day.
• Enthusiasm for continual learning.
• Attention to details and quality.
• Accountability and commitment.
• Strong conflict resolution skills.
• 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: 

• Work experience within a healthcare environment.
• Proficiency with TeamViewer, HubSpot CRM, Slack and Microsoft suite.
• Systems administration experience.
• Experience working with software developers; familiarity with Agile methodology a plus.
• Bi-lingual - Spanish

Job Type: 

• Full-time 
• The ability to work remotely with occasional evening hours and flexible scheduling to accommodate customers in different time zones 

Travel Requirements: 

• Travel to Lingraphica’s home office and to cities within the continental United States for company related meetings and/or conferences may be required 1-2 times per year.  Employees must be fully COVID-19 vaccinated to participate in in-person meetings and events, however an accommodation request for 100% remote work is available. 

Work Environment & Physical Demands: 

• Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access. Must be able to operate a computer with or without a reasonable accommodation. 

Compensation

This is a non-exempt position so overtime may be earned. We also offer medical, dental, vision benefits, 401k contribution, Paid Time Off, paid company holidays, wellness/professional development/office stipends, and an annual bonus.

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.