The Company
Our mission at Smartbox is to ensure no one is left without a voice. We create assistive technology for disabled people who experience difficulty with speech, to communicate and live more independent lives. A big part of our culture is our passion, which drives us to continuously improve our products, services and ways of working, so the people who use our technology can achieve their ambitions.
Based in the UK, US, France, Germany and the Netherlands, with partners in over 40 countries, we are a leading supplier in the global augmentative and alternative communication (AAC) community. We don’t take this for granted, and every person in our team is key to ensuring more people who would benefit from assistive technology can access it.
Our Support team provide exceptional customer service as standard with excellent customer satisfaction scores received consistently from month to month and year to year. We provide technical and implementation support to people who use assistive technology, professionals in the industry and our network of distributors. Our customers contact us from around the world using a variety of channels from email and phone to Facebook and online chat.
We have a one size fits one philosophy to ensure the people who use our products have the best solution to meet their specific needs. This means the support we provide is bespoke and requires an in-depth knowledge of our specialist software, content and hardware.
You will need to empathise with users and professionals who call us for help, many of whom will have limited knowledge of computers. Patience, understanding and excellent communication skills are as important as technical competence.
Role will include:
Customer and Technical Support
·Provide technical support for our full product range, including legacy products, across the full range of support channels – 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.
·Log all support queries into the Microsoft Dynamics CRM system and update records as necessary to ensure knowledge is shared and customers’ experiences are consistent.
·Identify when a support query should be escalated to a hardware repair or follow up from the Sales team.
·Support our UK and US sales teams as required. These teams are customer facing with speech and language professionals, UK NHS Hubs, US key centres, assistive technology users and schools so will sometimes need timely support while conducting assessments or training sessions.
·Support our international partners to support their customers.
·Provide occasional weekend social media cover – approximately 1 weekend every 12 weeks - to our Facebook Community.
Training and Knowledge Sharing
·Train users and professionals on our software and hardware.
·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.
Improvement and Collaboration
·Embrace new support technologies and proactively seek to develop our support channels.
·Liaise with other teams to resolves customers’ issues as required, including software development, admin, repairs and sales.
· Keep up to date with our product developments to ensure a high level of support knowledge.
·Proactive approach to ensure close collaboration with our development and marketing teams, occasional requirements to work from our Bristol office.
·Attend and support external training days or company events when required.
·Be proactive in assisting with any development or research projects as required.
The successful applicant will also be asked to perform other duties on an ad-hoc basis and will need a proactive attitude to this.
·Candidates must be able to consistently offer a friendly 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 prioritise tasks
·Good IT skills; able to provide support for Windows issues
·Excellent written English skills
·Attention to detail
·Patience
·Willingness to learn
·Proactive attitude
·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
·In this role, you will have the flexibility to work between your home and our office locations in Malvern and Bristol. For this role, we require the candidate to work in the Malvern office twice a week as a minimum.
·Our core business hours are 9am – 5.30pm. Within this position you would be required to work on a rostered shift pattern between 8am – 7pm to ensure all our customers receive the best possible service. Please only apply if these flexible hours are suitable for you.
·You will need to maintain a deep understanding and knowledge of all our products and their uses.
Smartbox offers comprehensive benefits including:
·Company Pension.
·Group Life Assurance.
·Income Protection.
·Private Medical Insurance.
·25 days holiday plus public holidays.
·Onsite parking.
·Flexible working.
·Cycle scheme.
·Office snacks.
·Benefit and Wellbeing app Yulife, with store discounts and wellbeing services available.
·Annual Charity Day.
·Long Service Award.
·Training and development opportunities.
·Complimentary theatre and cinema tickets to Malvern Theatres.
·EV car scheme through salary sacrifice after 2 years’ service.
·Corporate gym membership discount.
·We are passionate about our people and offer many social events including team outings and get-togethers.
How to apply
We welcome applications from all communities and those from diverse backgrounds and groups. Please outline your experience and ability to excel in this role within your cover letter.
Diversity and Inclusion
We are proud to be a Disability Confident Employer and one of the sponsors for Purple Tuesday- the #1 brand working to improve the experiences of disabled people as customers 365 days a year. We are fully committed to the employment and career development of disabled people. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. Should you require further assistance or require any reasonable adjustments to be put in place to better support your application process, please do not hesitate to contact us via email: jobs@thinksmartbox.com or call 01684213075.
Corporate responsibility
At our company, we are driven by a passion for making a positive impact on society, minimizing our environmental footprint, and meeting the needs of our stakeholders. We have been actively working towards becoming B-Corp certified, aligning ourselves with a global movement dedicated to eradicating poverty, protecting the planet, and fostering lasting prosperity for all. To learn more about our commitment to sustainability, please visit this link: Corporate Responsibility and Sustainability.