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Technical Support Associate

2 months ago


Princeton, New Jersey, United States Lingraphica Full time
Job Overview

Company Overview:
Lingraphica is dedicated to enhancing communication for individuals with speech impairments through innovative speech-generating devices. We seek candidates who thrive in a dynamic, goal-focused environment and are passionate about making a difference in the lives of those we serve.

Role Purpose:

As a vital member of the Product Support team, you will provide essential assistance to both internal and external users of Lingraphica's speech-generating devices and software. The Product Support Specialist works collaboratively with Sales, Marketing, Project Management, and Engineering teams to effectively address issues, implement improvements, and ensure a superior user experience.

Key Responsibilities:
  • Utilize Lingraphica's learning management system to gain comprehensive knowledge of our devices, applications, accessories, and services.
  • Manage a diverse support caseload through various communication channels including phone, email, chat, and scheduled appointments.
  • Investigate and document software issues for the Engineering team.
  • Maintain and update Lingraphica's external knowledge base.
  • Coordinate device repair processes.
  • Develop innovative technical solutions for users with distinct communication requirements.
Required Skills:

Technical Skills:

  • Proficiency in major consumer operating systems (Android, iOS, Mac, Windows).
  • Familiarity with popular consumer technology products (e.g., Amazon Alexa, Google suite).
  • Experience with remote access technologies.
  • Understanding of mobile device configurations.
  • Knowledge of accessibility tools.
  • Wireless network troubleshooting capabilities.

Customer Service Skills:

  • Exhibit patience, empathy, and compassion towards individuals with communication challenges.
  • Demonstrate a commitment to continuous learning.
  • Pay close attention to detail and quality.
  • Show accountability and dedication to the role.
  • Ability to work independently with minimal supervision.
Education & Experience:

A Bachelor's Degree or an equivalent combination of education and experience is required.

Experience:
3-5 years of experience in a technical support role or a related field is essential.

Preferred Qualifications:

  • Experience in the healthcare or software industry.
  • Familiarity with TeamViewer, HubSpot CRM, Slack, and Microsoft Office Suite (or similar tools).
  • Bilingual proficiency in English and Spanish is advantageous.
Work Environment:

The position allows for remote work, and it is expected that the incumbent maintains a secure and efficient work environment with reliable high-speed internet access.

Travel Requirements:

Occasional travel to the company’s headquarters and other locations for meetings may be required.

Accommodations:

To perform this role successfully, individuals must be able to fulfill the essential duties and physical demands satisfactorily. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

For more information about Lingraphica, please visit our website.