Remote Bilingual Product Support Specialist

Lingraphica; Princeton (IL); Remote; USD 55,000 - 61,000; Full time

Benefits offered by this job

Bilingual differential

Remote work

Job summary

Lingraphica is a mission-driven company providing speech-generating devices and software. The Product Support Specialist will ensure timely help for users, collaborate with Sales, Marketing, PM and Engineering, and maintain a robust knowledge base.

This role requires English and Spanish proficiency and a passion for assisting individuals with communication challenges. The position is remote from a home office, with travel up to 2 times per year for in-person meetings.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3-5 years of experience working with end users in a technical support role or related experience.
• Proficient in English and Spanish with strong written and verbal communication skills.

Responsibilities

• Provide timely assistance to internal and external users of Lingraphica devices and software.
• Manage support caseload via phone, email, chat, and scheduled appointments.
• Investigate and report software defects to Engineering.
• Maintain Lingraphica’s external knowledge base.
• Participate in pre-launch product testing and contribute creative technical solutions.

Job description

• Full-time

Company Description

Lingraphicais a mission-driven organization that provides speech-generating devices tohelp improve communication, speech, and quality of life for people with communication impairments. Lingraphicais a leader in augmentative and alternative communication (AAC) technology, helpingpeoplewith aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services,Lingraphicais focused on improving communication outcomes and supporting individuals, families, and care teams.Welook for candidates who enjoyworking in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication 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.

We are looking for a bilingual (English and Spanish) candidate to join our team for the 10 a.m. to 6 p.m. or 11 a.m. to 7 p.m. EST shift.

• 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.
• Participate in pre-launch product testing.
• Investigate and report software defects to the Engineering team.
• Maintain Lingraphica’s external knowledge base.
• Think outside the box and develop creative technical solutions for users with unique communication needs.

Qualifications

• 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.
• Accessibility tools.
• Wireless network troubleshooting.
• Patience, empathy, and compassion; a determination to support individuals with communication difficulties.
• Enthusiasm for continual learning.
• Attention todetails 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.
• Proficient in English and Spanish with strong written and verbal communication skills

Preferred Experience:

• Prior experience in the healthcare and/or software industry.
• Proficiency with TeamViewer, HubSpotCRM, Slack andMicrosoft suite (or equivalent products).

Additional Information

Work Environment & Physical Demands
Work is performedremotelyfrom a home office. The individual is expected tomaintaina safe, productive workspace with reliable and secure internet access.

Travel
Travel by air isrequiredupto2 times per year within the US for in-person team meetings and an all-companymeeting.

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/orabilitiesand physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you requirean accommodation, please reach out to Human Resourcesat [emailprotected] for assistance. We are here to help!

Lingraphica and Pay Transparency

At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $54,500 to $60,500 per year. We also provide a $3,000 bilingual differential.Placement in the starting pay is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.

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.

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