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Technical Support Associate
2 months ago
Company Overview:
Lingraphica is a purpose-driven organization dedicated to providing speech-generating devices that enhance communication, speech, and overall quality of life for individuals with communication challenges. We seek candidates who thrive in a dynamic, goal-focused environment and are passionate about supporting individuals on their communication journey.
As a vital member of the Product Support team, you will be tasked with delivering prompt assistance to both internal and external users of Lingraphica's speech-generating devices and software. The Product Support Associate collaborates closely with Sales, Marketing, Project Management, and Engineering teams to efficiently address issues, implement enhancements, and ensure an outstanding user experience.
Key Responsibilities:- Utilize Lingraphica's learning management system to cultivate in-depth knowledge of our devices, applications, accessories, and services.
- Manage a diverse support caseload that encompasses inquiries via phone, email, chat, and scheduled consultations.
- Investigate and document software defects for the Engineering team.
- Maintain and update Lingraphica's external knowledge base.
- Coordinate device repairs as necessary.
- Innovate and devise creative technical solutions for users with distinct communication needs.
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 tools.
- Understanding of mobile device configurations.
- Knowledge of accessibility tools.
- Wireless network troubleshooting capabilities.
Customer Service Skills:
- Exhibit patience, empathy, and compassion; a commitment to assisting individuals with communication challenges.
- Enthusiasm for ongoing learning and development.
- Strong attention to detail and quality assurance.
- Accountability and dedication to responsibilities.
- Ability to work independently with minimal supervision.
Education:
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 Experience:
- Prior experience in the healthcare or software sectors.
- Familiarity with TeamViewer, HubSpot CRM, Slack, and Microsoft Office Suite (or equivalent tools).
- Bilingual proficiency in English and Spanish is advantageous.
The incumbent may work remotely and is expected to maintain a safe and productive workspace with secure, high-speed internet access.
Travel Requirements:Occasional travel for company-related meetings may be required.
Accommodations:To successfully perform this role, individuals must be able to meet the essential duties and physical demands satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to fulfill essential functions.
To learn more about Lingraphica, visit our website.
