Customer Success Specialist

7 days ago


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

Company Overview

Lingraphica is a mission-driven organization dedicated to improving communication, speech, and quality of life for individuals with communication impairments. We seek candidates who thrive in a fast-paced, goal-oriented environment and share our commitment to empowering individuals on their communication journey.

Job Summary

The Product Support Specialist plays a critical role in providing timely assistance to internal and external users of Lingraphica's speech-generating devices and software. This position collaborates with cross-functional teams to resolve issues, deploy enhancements, and deliver an exceptional user experience.

Key Responsibilities

  • Technical Expertise
    • Develop in-depth knowledge of Lingraphica devices, apps, accessories, and services through our learning management system.
    • Investigate and report software defects to the Engineering team.
    • Maintain Lingraphica's external knowledgebase.
  • Customer Support
    • Manage a support caseload, including inquiries via phone, email, chat, and scheduled appointments.
    • Facilitate device repairs and think creatively to develop technical solutions for users with unique communication needs.

Requirements

  • Technical Competencies
    • Proficiency 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 and mobile device settings.
    • Accessibility tools and wireless network troubleshooting.
  • Customer Service Competencies
    • Patience, empathy, and compassion for individuals with communication difficulties.
    • Enthusiasm for continual learning and attention to details.
    • Accountability and commitment to delivering high-quality support.

Education and Experience

Bachelor's Degree or equivalent combination of education and experience.

3-5 years of experience working with end users in a technical support role or related experience.

Prior experience in the healthcare and/or software industry is preferred.



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