Technology and Training Specialist - Bilingual - English/Spanish - Lingraphica

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments.  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.

Purpose: The Technology and Training Specialist is responsible for ensuring that every customer who trials one of our devices has the best possible experience. This position will interact in all Consumer Business pipeline trials and will include initial device set-up, weekly device training sessions, and preparing customers for independent use with their device.  This role will be in partnership with the clinical teams that will support and be part of the customer's journey to obtain a device. 

Essential Duties & Responsibilities: 

• Conduct the device set up and basic training with all customers (via Zoom) 
• Host weekly one on one device training sessions with clients and care partners 
• Evaluate basic device competencies (follow instructions, physical responses, patient needs) required for clinical evaluation.   
• Provide basic technical support to customers and teammates, as needed 
• Work closely with the clinical team and clients to customize devices based on the client’s functional communication needs. 
• Obtain clinical information, as needed, and with the help of our internal engagement and referral teams. 
• Document all customer interactions in our customer relationship management (CRM) system  
• Provide continuous feedback to all Consumer Business Team members to ensure smooth transitions across the customer life cycle 
• Ensure customers are trained and ready for independent device usage 

Other Duties & Responsibilities:  

• Establish rapport with our Consumer Business customers (PWCCs & care-partners) and ensure the best possible experience 
• Maintain company standards for CRM procedures  
• Assist other members of the Consumer Business Team, as needed 
• Collect and report on key metrics within the Consumer Business Team  
• Work with others within the Consumer Business team for additional opportunities for customer engagement 

Knowledge, Skills & Abilities 

• Bilingual – English/Spanish - ability to read, write, and speak fluently in both languages, required 
• Understand what it means to deliver a superior customer experience  
• Strong communication skills via phone, text, email 
• Always maintain a calm and professional demeanor when dealing with customers  
• The ability to identify the needs of customers and offer meaningful and timely information in response  
• Proactively report trends and customer feedback, and recommend/implement creative solutions  
• Strong communication skills with both external customers and internal departments  
• Workload flexibility, open to change, and the ability to prioritize tasks  
• Strong time management skills with ability to schedule and reschedule utilizing internal tools 
• Ability to work together with persons with disabilities  
• Proficiency with HubSpot, Microsoft Excel/Word, Zoom, Preferred 

Education & Experience 

• Bachelor's Degree; or some college coursework preferred, or equivalent combination of education and experience  
• 1-3 years of customer service or technical support experience, preferably in the field of healthcare.  

Work Environment & Physical Demands  

Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access.  The ability to operate a computer with or without reasonable accommodation is required.    

Travel  

Travel to our Princeton, NJ office may be required on occasion, up to 2-4x / year. Occasional travel to national conventions and conferences, within the continental United States.  

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 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!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.