Product Support Specialist, Bilingual English/Spanish

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Provide prompt support to both internal and external users of Lingraphica's speech-generating devices and software.

• Work collaboratively with Sales, Marketing, Project Management, and Engineering teams to address issues, implement enhancements, and ensure an outstanding user experience.

• Acquire expert-level knowledge of Lingraphica devices, applications, accessories, and services through the learning management system.

• Handle support inquiries via phone, email, chat, and scheduled appointments.

• Engage in pre-launch product testing activities.

• Identify and report software defects to the Engineering team.

• Maintain Lingraphica’s external knowledge base.

• Oversee device repair processes.

• Create innovative technical solutions for users with distinctive communication requirements.

• Operate remotely from a home office during the shifts of 10 a.m.–6 p.m. or 11 a.m.–7 p.m. EST.

⛳️ Requirements

• Bachelor's Degree or an equivalent mix of education and experience.

• 3-5 years of experience in a technical support role or similar position working directly with end users.

• Proficiency in English and Spanish, with excellent written and verbal communication skills.

• Competent in Android, iOS, Mac, and Windows operating systems.

• Acquainted with Amazon Alexa, other smart devices, Google Suite, and comparable consumer technology.

• Familiarity with remote access, mobile device settings, accessibility tools, and wireless network troubleshooting.

• Demonstrated patience, empathy, and compassion towards individuals with communication challenges.

• A passion for continuous learning.

• Strong attention to detail and quality assurance.

• A sense of accountability and dedication to responsibilities.

• Ability to work independently with minimal supervision.

• Previous experience in the healthcare or software industry is preferred.

• Preferred proficiency with TeamViewer, HubSpot CRM, Slack, and Microsoft suite, or similar tools.

• Access to reliable and secure internet.

• Authorization to work in the U.S.

🏝️ Benefits

• $3,000 bilingual differential.

• Comprehensive benefits package.

• Opportunity to work remotely from a home office.

• Air travel within the U.S. for in-person team meetings and an all-company meeting, up to 2 times a year.

• Reasonable accommodations for individuals with disabilities.