Product Support Specialist (Remote, Bilingual English/Spanish)

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.  

Essential Duties & Responsibilities:  

• 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. 
• Facilitate device repairs. 
• Think outside the box and develop creative technical solutions for users with unique communication needs. 

 Technical Competencies:   

• 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. 
• Mobile device settings. 
• Accessibility tools.  
• Wireless network troubleshooting. 

Customer Service Competencies:   

• Patience, empathy, and compassion; a determination to support individuals with communication difficulties.   
• Enthusiasm for continual learning. 
• Attention to details 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, HubSpot CRM, Slack and Microsoft suite (or equivalent products).