Assistive Technology Support Technician
Hybrid - at least 2 days per week in the Malvern office
Our client is a trailblazing global AAC (Augmentative and Alternative Communication) company, and they are on the lookout for an Assistive Technology Support Technician to join their Support Team and report to the Support Manager. Their 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 their full range of support channels, provide initial technical support for their full product range, including legacy products and be a friendly first point of contact for customers and partners.
Your expertise in interpersonal communication skills, IT and your friendly manner will be key to their continued success. All around the world, their products, accomplishments and aspirations are a reflection of their teams' values: passionate, caring, empowering, achieving together and enabling change.
This is a hybrid role based in their 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 their full range of support channels - these arecurrently phone, email, online chat and Facebook.
- Provide initial technical support for the full product range, including legacy products.
- Be a friendly first point of contact for 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 their 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 their 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 the 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 the main Smartbox phoneline, redirecting to other teams where necessary and covering other teams' extensions when needed.
- Work occasionally from their Bristol office - to ensure close collaboration with their 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 customerswho need 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 them?
They 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
Their employees always do their best, which is why they give so much in return. In addition to your competitive salary, private medical insurance, and whooping 25 days of holiday plus public holidays, they'll shower you with perks, including:
Dress: They want you to feel comfortable in the office, smart casual is perfect.
Food: You can find free healthy office snacks in their kitchens.
Hybrid working: Laptop and home working IT kit provided.
Flexible work schedule: balance is key to innovation, and they 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: They believe in investing in you and your development. Stay with them and grow with them! They will reward you with more holidays for your long service!
Wellness: Stretch away the stress every morning with their online trainers, available via their cooperative perk website or hit the gym. They 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. They 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 sacrifice scheme after successful probation completion.
Bonus potential: They work hard and Smartbox recognizes that with a discretionary annual bonus.
Finances: Enjoy a wide variety of savings and discounts with Corporate Perks. You can save on electronics, food shopping, fashion, fitness, entertainment and all things travel.
Their Commitments
They are committed to fostering an inclusive and equitable work environment where every individual's unique background and perspective are valued and respected, but how are they doing it?
They are proud to have been awarded Disability Confident Employer status by the UK Government's Department of Work and Pensions. They are also the Founding Partner of Purple Tuesday.
They are committed to ensuring that their recruitment practices are barrier-free and as inclusive as possible. This includes making adjustments during the job application process and throughout your future career with them.
At our client it's not about fitting into their culture - it's about adding to it. Their diverse team brings together unique talents and inspires each other to create amazing products that reflect the diversity of their users and customers.
They'd love to hear from you
Their ever-evolving team powers the business across the world and brings the next generation of AAC solutions to life. Together they experiment, innovate and create acro
