Product Support Specialist (Remote, Bilingual English/Spanish)

About Our ClientThe organization operates in the augmentative and alternative communication (AAC) technology sector, addressing communication challenges faced by individuals with speech and language impairments such as aphasia. It provides speech-generating devices, software, and services designed to improve communication outcomes and support users, families, and care teams.About the OpportunityThe Product Support Specialist provides timely and effective technical support to users of the organization’s speech-generating devices and software. This role collaborates across teams to troubleshoot issues, support product deployment, contribute to product testing, and enhance the overall user experience. The position plays an important role in helping individuals with communication impairments access reliable and effective communication solutions.Responsibilities• Develop expert knowledge of devices, applications, accessories, and services through the organization’s learning management system.• Manage customer support inquiries through phone, email, chat, and scheduled appointments.• Troubleshoot technical issues and provide clear, user-focused solutions.• Participate in product testing and quality assurance activities before product launches.• Identify and report software defects to the Engineering team with accurate documentation.• Maintain and update the external knowledge base with relevant product and troubleshooting information.• Coordinate device repair processes and communicate updates to customers as needed.• Develop creative technical solutions to address unique user communication needs.• Collaborate with internal teams to resolve complex product and customer issues.• Maintain accurate records of customer interactions, technical issues, and resolutions.Requirements• Proficiency with major consumer operating systems, including Android, iOS, macOS, and Windows.• Familiarity with consumer technology products such as Amazon Alexa and Google Workspace.• Knowledge of remote access tools, mobile device settings, accessibility features, and wireless network troubleshooting.• 3–5 years of experience in technical support or a related role.• Bachelor’s degree or equivalent combination of education and experience.• Bilingual proficiency in English and Spanish, both written and verbal.• Strong patience, empathy, and commitment to supporting individuals with communication difficulties.• Excellent attention to detail, accountability, and self-management skills.• Strong troubleshooting, communication, and problem-solving abilities.• Preferred experience in the healthcare or software industry.• Familiarity with TeamViewer, HubSpot CRM, Slack, Microsoft 365, or equivalent tools.Pay Range and Compensation Package• Starting salary range of $54,500–$60,500 per year.• Additional $3,000 bilingual differential.• Starting compensation will be determined based on experience, skills, education, and internal equity.Benefits & Perks• Medical insurance• Dental insurance• 401(k) retirement plan Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.