Assistive Technology Support Specialist

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. 

The role

Our 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 our 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 the 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.

The successful applicant will also be asked to perform other duties on an ad-hoc basis and will need a proactive attitude to this.

Essential skills

• 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 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 license.

Additional Information

• Within this position you would be required to work a 12PM – 8pm 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 Benefits

Smartbox offers comprehensive benefits including: 

• 401K retirement. 

• HSA fund provided. 

• Comprehensive medical insurance. 

• Long-term sick leave. 

• 23 days holiday plus 11 public holidays. 

• Laptop and home working IT kit provided. 

• Training and development opportunities. 

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.