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. 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: The Technology and Training Specialist (TTS) is responsible for ensuring every customer trialing a Lingraphica device has the best possible experience. This includes initial device setup, weekly device training sessions, and preparing users for independent device use. The TTS builds trusted relationships with people with communication challenges (PWCCs) and their care partners by offering clear education, responsive support, and compassionate guidance throughout the trial and sales process. This role works closely with cross-functional teams—including Engagement, Sales, Referrals, Product, and Clinical—to create a seamless customer journey.
Essential Duties & Responsibilities
- Conduct device setup and basic training sessions via Zoom.
- Lead weekly one-on-one training sessions to support customers and care partners during their device trial.
- Customize devices to match each client’s communication needs and abilities.
- Evaluate basic functional skills to support clinical evaluation readiness.
- Identify and address trial obstacles, providing education and reassurance to support successful device adoption.
- Provide clear, digestible explanations about Lingraphica products and processes.
- Maintain proactive, empathetic communication with care partners throughout the process.
- Offer basic technical support and troubleshoot device issues as needed.
- Collaborate with internal teams to share updates and align on customer needs.
- Document all interactions accurately in the CRM system.
- Track and report key metrics related to customer engagement and trial success.
- Ensure clients are confident and competent in using the device by the end of the trial.
- Stay up to date on product features and updates.
Other Duties & Responsibilities
- Build strong rapport with clients and care partners to ensure a positive experience.
- Support sales efforts by guiding families through the trial process, documentation, and financial questions.
- Share feedback and ideas to continuously improve internal processes.
- Identify and contribute to opportunities for deeper customer engagement.
- Assist teammates as needed to meet departmental goals.
Qualifications
Knowledge, Skills & Abilities
- Deep empathy and the ability to build trust with families and caregivers
- Excellent verbal and written communication skills, with a customer-centric approach
- Strong organizational skills, time management, and adaptability to shifting priorities
- Calm, solution-oriented demeanor—especially during technical or emotionally challenging scenarios
- Ability to tailor device training to meet a wide range of functional needs
- Comfortable analyzing metrics and offering data-driven recommendations
- Proficiency in HubSpot, Microsoft Office Suite, and Zoom preferred
- Clear, confident presentation skills for explaining technical concepts to diverse audiences
- Ability to work effectively with people with disabilities and maintain a positive user experience
Education & Experience
Required:
1–3 years of experience in customer service or technical support, ideally within the healthcare industry
Preferred:
- Bachelor's degree or an equivalent combination of education and experience
- Experience with augmentative and alternative communication (AAC)
- Experience in sales, client engagement, or relationship management
- Experience working with clients with communication challenges
Additional Information
Work Environment & Physical Demands
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 and communicate verbally with or without reasonable accommodation.
Schedule & Travel
Availability to work Pacific Time hours (e.g., 12–8 PM or 11–7 PM ET), Monday–Friday
Travel to Princeton, NJ office required approximately 2 times per year. Occasional travel to national conferences or events within the continental U.S.
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.
Lingraphica and Pay Transparency
At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary for this position is $59,400 - 63,000 per year. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.
- Paid Time Off (sick, personal, and vacation)
- Paid Company Holidays
- 401(k) Retirement Plan and Contribution
- Medical/Dental/Vision benefits with FSA, HSA, & Dependent care options
- Employer Paid Life Insurance
- Voluntary benefits such as Short- and Long-Term Disability, Critical Illness, Hospital Indemnity and AD & D insurance
- Stipends for health and wellness, home office setup and professional development
- Paid Family Leave
- Annual bonus program
- Annual merit increases
- Year-Round Flex Friday’s
- Discounts on travel, entertainment, home/pet/car insurance
To learn more about Lingraphica, visit: www.lingraphica.com! To learn more about our benefits offerings, click here!
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.
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