Product Support Specialist; Remote, Bilingual English​/Spanish

Product Support Specialist (Remote, Bilingual English/Spanish)

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams.

We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

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 Team Viewer, Hub Spot CRM, Slack and Microsoft suite (or equivalent products).

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 is required up to 2 times per year within the US for in-person team meetings and an all-company meeting.

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/or abilities and 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 H 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.