Customer Experience Specialist - Tier 1 Support

Lingraphica; Princeton (NJ); Remote; USD 40,000 - 55,000; Full time

Job summary

Lingraphica is seeking a Customer Service Specialist to deliver world-class experiences to prospects and existing customers. The role collaborates across business units to address non-product inquiries, triage Tier 1 issues, and escalate concerns as needed, maintaining timely and effective service across channels.

The CSS will handle inquiries about devices, apps, accounts, and the trial process, while supporting education on Lingraphica’s products and services.

Responsibilities

• Maintains awareness of relevant company updates, products, and processes needed to perform assigned responsibilities
• Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships
• Proactively follows up with customers to ensure their concerns are resolved
• Communicates with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat
• Recognizes opportunities to support customer progression by identifying potential engagement needs and ensuring timely handoff to the appropriate team
• Manages frontline activities using a ticket system to document issues, opportunities, and transfers to departments for follow-up
• Assists with de-escalating customer service matters including but not limited to: Technical issues with devices, websites, online therapy platform
• Shipping

Job description

Lingraphica is seeking a Customer Service Specialist to deliver world-class experiences to prospects and existing customers. The role collaborates across business units to address non-product inquiries, triage Tier 1 issues, and escalate concerns as needed, maintaining timely and effective service across channels.

The CSS will handle inquiries about devices, apps, accounts, and the trial process, while supporting education on Lingraphica’s products and services.