Product Support Specialist (Remote, Bilingual English/Spanish)

**Company Description** Lingraphica is a mission\-driven organization that provides speech\-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast\-paced, goal\-oriented environment, and who share our commitment to helping individuals on their communication journey. **Job Description** **Purpose**: As a member of the Product Support team, you are responsible for providing timely assistance to both internal and external users of Lingraphica speech\-generating devices and software. The Product Support Specialist collaborates with the Sales, Marketing, Project Management, and Engineering teams to swiftly resolve issues, deploy enhancements, and deliver an exceptional user experience. *We are looking for a bilingual (English and Spanish) candidate to join our team for the 10 a.m. to 6 p.m. or 11 a.m. to 7 p.m. EST shift.* **Essential Duties \& Responsibilities:** * Leverage Lingraphica’s learning management system to develop expert\-level knowledge of Lingraphica devices, apps, accessories, and services. * Manage a support caseload that includes inquiries by phone, email, chat, and scheduled appointments. * Participate in pre\-launch product testing. * Investigate and report software defects to the Engineering team. * Maintain Lingraphica’s external knowledge base. * Facilitate device repairs. * Think outside the box and develop creative technical solutions for users with unique communication needs. **Qualifications** **Technical Competencies:** * Competency 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. * Mobile device settings. * Accessibility tools. * Wireless network troubleshooting. **Customer Service Competencies:** * Patience, empathy, and compassion; a determination to support individuals with communication difficulties. * Enthusiasm for continual learning. * Attention to details and quality. * Accountability and commitment. * Ability to self\-manage with minimal oversight. **Education \& Certifications:** Bachelor's Degree or equivalent combination of education and experience. **Required Experience:** * 3\-5 years of experience working with end users in a technical support role or related experience. * Proficient in English and Spanish with strong written and verbal communication skills **Preferred Experience:** * Prior experience in the healthcare and/or software ind