Product Support Specialist (Remote, Bilingual EnglishSpanish)

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 Lingraphicas learning management system to develop expert-level knowledge of Lingraphica devices apps accessories and services. 
• Manage a support caseload that includes inquiries by phoneemail chat and scheduled appointments. 
• Participate in pre-launch product testing. 
• Investigate and report software defects to the Engineering team. 
• Maintain Lingraphicas external knowledge base. 
• Facilitate device repairs. 
• Think outside the box and develop creative technical solutions for users with unique communication needs. 

Qualifications :

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 ServiceCompetencies: 

• 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: 

Bachelors 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 performed remotely from a home office. The individual is expected to maintain a 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 require an accommodation please reach out to Human Resources at  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 $54500 to $60500 per year. We also provide a $3000 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 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. 

To learn more about Lingraphica visit: ! To learn more about our benefits offerings click here!

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.

Remote Work :

Yes

Employment Type :

Full-time