Technical Support Associate



Company Description

If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their aphasia journey.



Job Description

External Job Title - Technical Support Associate

Internal Job Title - Customer Support Associate 

The Customer Support Associate provides technical support for all Lingraphica products. This position serves as the main point of contact for our customers and internal employees when product issues arise. The Customer Support Associate is responsible for troubleshooting, identifying, and resolving issues or concerns to ensure our products are functioning properly for our customers. The Customer Support Associate provides end-user training on basic functionality of the speech-generating device product to patients and their caregivers who are device owners. This position is responsible for providing exceptional customer service in a timely manner. 



Qualifications

Essential Duties & Responsibilities: 

  • Identify and provide a resolution for product issues our customers are experiencing 
  • Maintain an expert knowledge of our devices, web programs, and mobile applications 
  • Provide support from multiple sources including calls, online chats, scheduled appointments, emails, and internal customer requests 
  • Proactively follow up with customers to ensure their concerns are resolved 
  • Create and manage call schedules for customers who require appointments 
  • Document pertinent information of all calls and points of contact in our ticketing system 
  • Stay current with product developments, bugs and fixes, and other important changes to our products 
  • Act as a resource and provide technical support to Lingraphica internal customers when needed 
  • Understand and feel comfortable with remote support tools and technology 
  • Deliver scheduled training to new device owners 

Other Duties & Responsibilities: 

  • Coordinate with Fulfillment team for shipping requests and device repair updates when necessary
  • Collect and report on key metrics within the Customer Experience team

Skills & Competencies: 

Technical Competencies:  

  • Hardware equipment and software (OS/Application) knowledge and computer literacy; Android, iOS, and Windows OS application support experience including navigation, installation, and troubleshooting   
  • A team mentality and willingness to support and help other members of the Customer Experience team 
  • The ability to assist individuals who may have limited or no technology understanding or experience 
  • Creative problem-solving mindset  
  • Self-motivated and directed  

Customer Service Competencies:  

  • Customer focus and active listening; maintain a calm and professional demeanor when dealing with customers
  • Patience in all transactions and communications; a determination to support individuals with communication difficulties
  • Ability to assist individuals who have aphasia and other speech/language challenges
  • Positive professional attitude 
  • Empathy and compassion
  • Understanding and solving problems 
  • Enthusiasm for continual learning 
  • Attention to details and quality 
  • Accountability and commitment 
  • Emotional intelligence 
  • Conflict resolution 



Additional Information

Education & Certifications: 

  • High School Diploma, required; Associates or Bachelor’s Degree; preferred 

Required Experience: 

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

Preferred Experience: 

  • Proficiency with HubSpot and Microsoft Excel/Word 
  • Engaging customers via an online chat tool 
  • Work experience within a healthcare environment  
  • Bilingual – Spanish

Job Type: 

  • Full-time, Monday-Friday
  • The ability to work remotely with occasional evening hours and flexible scheduling to accommodate customers in different time zones 

Travel Requirements (on-hold due to COVID)

Travel to home office for annual company meetings and other events approximately 2-4 times per year.

Work Environment & Physical Demands

In office: Work environment is that of a typical office environment. Noise level is low to moderate.

Remote: Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access.

Must be able to operate a computer with or without a reasonable accommodation.

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 ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To learn more about Lingraphica, visit: www.lingraphica.com!

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place:  USA Only.

Lingraphica

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Category Customer Service
Job type Full-time
Hiring from USA Only
Date Posted 1wk ago

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