Customer Success Specialist
7 days ago
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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