Assistive Technology Support Technician

Assistive Technology Support Technician
Hybrid - at least 2 days per week in the Malvern office

Our trailblazing global AAC (Augmentative and Alternative Communication) company, is on the lookout for an Assistive Technology Support Technician to join our Support Team and report to the Support Manager. At Smartbox, our cutting-edge technology gives a voice to those with limited speech, positively impacting the lives of people with disabilities worldwide. As an Assistive Technology Support Technician, you will help with triaging support queries over our full range of support channels, provide initial technical support for our full product range, including legacy products and be a friendly first point of contact for our customers and partners.

Your expertise in interpersonal communication skills, IT and your friendly manner will be key to our continued success. All around the world, our products, accomplishments and aspirations are a reflection of our teams’ values: passionate, caring, empowering, achieving together and enabling change.

This is a hybrid role based in our Malvern office location, with the requirement to come into the office at least twice a week. The salary for this position is £23,500 gross per annum based on 37.5 hours per week.

Duties will include:

• Help with triaging support queries over our full range of support channels – these are currently phone, email, online chat and Facebook.
• Provide initial technical support for our full product range, including legacy products.
• Be a friendly first point of contact for our customers and partners.
• Log all support queries into CRM system.
• Update CRM records and customers as necessary to ensure knowledge is shared and customers’ experiences are consistent.
• Monitor shared email mailboxes and voicemails.
• Be proactive in replying to support emails and signpost customers to relevant articles written on our Hub website.
• Maintain Support booking calendar and prequalify booked support sessions and welcome sessions.
• Create knowledge base articles for frequently asked questions so people can self-serve on our website and for future signposting.
• Liaise with other teams regularly as required.
• Work closely with co-ordinators in sales and service to ensure a seamless experience for customers.
• 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.
• Answering customer calls to our main Smartbox phoneline, redirecting to other teams where necessary and covering other teams’ extensions when needed.
• Work occasionally from our Bristol office - to ensure close collaboration with our development and marketing teams.
• Attend and support external training days or company events when required.

Essential qualifications/skills/experience:

• 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
• Excellent written English skills
• Good attention to detail
• Patience
• Willingness to learn
• Can do attitude

Useful qualifications/skills/experience:

• Understanding of Assistive Technology/ disabilities
• Knowledge of Microsoft Office tools and programmes
• Willingness to work with people with disabilities
• Experience in using social media
• Clean driving licence

Why join us

Here at Smartbox, we are positive and inclusive about making adjustments, providing flexible working, and encouraging all staff to engage in a diverse range of year-round learning and personal development opportunities. In addition, you will work alongside highly motivated colleagues in an environment of strong teamwork whilst also having fun. This is a hugely rewarding role and a career to be proud of where every day you will go home knowing you made a positive difference in the lives of disabled people.

Rewards and benefits

At Smartbox our employees always do their best, which is why we give so much in return. In addition to your competitive salary, private medical insurance, and whooping 25 days of holiday plus public holidays, we’ll shower you with perks, including:

Dress: We want you to feel comfortable in the office, smart casual is perfect.
Food: You can find free healthy office snacks in our kitchens.
Hybrid working: Laptop and home working IT kit provided.
Flexible work schedule: balance is key to innovation, and we want to make sure you are at the top of your game with a schedule that will work for you (prior agreement from your line manager is required).
Give back to the community: Each year every member of staff will get the opportunity to spend one paid day volunteering for a good cause of their choice.
You, our best asset: We believe in investing in you and your development. Stay with us and grow with us! We will reward you with more holidays for your long service!
Wellness: Stretch away the stress every morning with our online trainers, available via our cooperative perk website or hit the gym. We provide gym discounts too!
Mental health: You will have access to the 24/7 Employee Assistance Programme for a wide range of support, advice and resources about Family, Health, Life, Money and Work.
Peace of mind: Every employee benefits from a company pension, group life assurance, and income protection.
Fun: Complimentary theatre and cinema tickets to Malvern Theatres. We organise many free social events including team outings and get-togethers.
Eco-friendly: You can sign up for a cycle scheme (save 25%-39% on a new bike or E-bike by cycling to work), or lease an electric car through a salary sacri