Job Description

PURPOSE: The Technology and Training Specialist is responsible for ensuring that every customer who participates in the Lingraphica At-Home Device Training Program has the best possible experience. The primary responsibility of this role is to conduct initial device set-ups and prepare customers for functional use with their device. The Technology and Training Specialists will conduct weekly device training sessions, with clients and their care-partners, based on an individualized training plan designed by the Clinical Technology Consultants. This role will be the liaison between the vetting and clinical teams that will support and be part of the customer journey to obtain a device. 

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Establish rapport with our Consumer Business customers (patients & care-partners) and ensure the best possible experience 
• Conduct the initial virtual device technical set-up and basic training with all customers (via Zoom). 
• Evaluate basic competencies (technical skills, follow instructions, physical responses, patient needs).   
• Carry out the device trial plan established by our Clinical Technology Consultants (i.e., weekly training sessions with customers) 
• Provide basic technical support, as needed 
• Work closely with the CTCs and clients to customize devices based on the client’s functional communication needs. 
• Obtain client information, as needed. 
• 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 functional device usage and to complete their device evaluation

OTHER DUTIES & RESPONSIBILITIES:  

• 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 
• Other duties as assigned

Qualifications

EDUCATION & EXPERIENCE:

• Associates Degree, or some college coursework preferred  
• 1-3 years of customer service or related experience directly working with customers on the phone   
• Experience with Lingraphica technologies, including communication devices, SmallTalk apps, TalkPath Therapy, and TalkPath News, strongly preferred

KNOWLEDGE, SKILLS & ABILITIES:

• Understand what it means to deliver a superior customer experience  
• Strong phone skills  
• 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
• Ability to work together with persons with disabilities
• Proficiency with HubSpot, Microsoft Excel/Word, Zoom preferred

Additional Information

REQUIRED HOURS AND LOCATION

Monday - Friday, 9 - 5 PM, Pacific Time Zone

WORK ENVIRONMENT & PHYSICAL DEMANDS 

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

TRAVEL 

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

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.