The CompanySmartbox creates technology that gives a voice to people who don't have speech. Our products include a combination of specialist hardware, software and content and are used by people with disabilities across the world.We are one of the leading companies in the field and pride ourselves on our innovative products and high levels of customer service. Everything we do is driven by a passion to improve the lives of people that use our technology.At Smartbox we believe everyone has the right to a voice. This is what the company was founded upon nearly 20 years ago and remains true today. Our users represent a diverse community of individuals and we want to support them by promoting an inclusive culture within our team.Smartbox operates out of offices in Great Malvern and Bristol in the UK, and in Pittsburgh in the USA. The wider Smartbox Group includes subsidiary companies in Germany (Rehavista) and the US (Talk to Me Technologies). In total we are a team of around 500 people.The roleOur global Support team is at the heart of our organization, helping our users to be successful with their devices. Customers choose Smartbox not only because of our products but because of the exceptional support and service. You will be a critical member of our team and make a difference to people using alternative communication across the US and beyond.You will be a first point of contact for many customers, through to helping others overcome technical challenges. You would be joining a passionate and skilled team that is growing quickly and is supported to make a real impact in the communities we serve.Responsibilities
Provide technical support for our full product range, including legacy products, across the full range of support channels these are currently phone, email, online chat and Facebook.
Provide more advanced support via remote sessions (using Team Viewer) as appropriate.
Offer advice and guidance on how to get the best out of our hardware and software.
Solve problems caused by Microsoft Windows or system configurations.
Train users and professionals on our software and hardware.
Log all support queries into CRM system and update records as necessary to ensure knowledge is shared and customers' experiences are consistent.
Embrace new support technologies and proactively seek to develop our support channels.
Create knowledge base articles for frequently asked questions so people can self- serve on our website and for future signposting.
Create quick videos or screen captures to demonstrate hints, tips and how tos that can be shared on our website and social channels.
Liaise with other teams to resolve customers' issues as required, including software development, admin, repairs and sales.
Support our UK and US sales teams as required. These teams are customer facing with speech and language professionals, UK NHS Hubs, US key centers, assistive technology users and schools so will sometimes need timely support while conducting assessments or training sessions.
Identify when a support query should be escalated to a hardware repair or follow up from the Sales team.
Support our international partners to support their customers.
Provide occasional weekend social media cover approximately 1 weekend every 12 weeks - to our Facebook Community.
Keep up to date with our product developments to ensure a high level of support knowledge.
Attend and support external training days or company events when required.
Be proactive in assisting with any development or research projects as required.
Travel as required to Pittsburgh Office, and other locations as needed.
The successful applicant will have a positive and pro-active attitude with a "can do" approach.Essential skills
Candidates must be able to consistently offer a fri ndly point of contact for customers who need our support.
Excellent interpersonal communication skills
A confident and friendly manner
Excellent time management strategies, being able to quickly prioritize tasks.
Good IT skills; able to provide support for Windows and IOS issues.
Excellent written English skills
Attention to detail.
Patience
Willingness to learn.
Proactive attitude
Useful skills
Knowledge of assistive technology
Experience of working in education or a care setting
Experience and/or understanding of disabilities.
Experience of using social media in a professional capacity
Technical knowledge of iPad or iOS platform are advantageous.
Clean driving licence
Additional Information
Within this position you would be required to work a 11AM 7pm EST shift to ensure all our customers receive the best possible service. Please only apply if these hours are suitable for you.
Working between the office and your home is possible.
Salary range is $40,000 - $45,000 based on experience.
Rewards and BenefitsSmartbox offers comprehensive benefits including:
401K retirement.
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- HSA fund provided.
- Comprehensive medical insurance.
- Long-term sick leave.
- 22 days holiday plus 11 public holidays.
- Laptop and home working IT kit provided.
- Training and development opportunities.
