Who We Are... 

About Us

SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.

Position Summary

The SmartVault Customer Care Analyst are the “face” of SmartVault and are accountable for delivering superior customer service and helping train other technical support specialist within the organization. 

SmartVault Customer Care Analyst offer a range of services designed to help our customers use and benefit from our service. The CC Analyst interacts with current as well as prospective customers and assists them with technical questions and issues to resolve them as quickly as possible. The Customer Care Analyst will also respond to product inquiries and “How To” types of questions. In addition to supporting customers, as a Customer Care Analyst you will be responsible for providing the business with recommendations for improvements with our product as a member of Voice of Customer. 

Key Responsibilities:

• Answer live chat, email, and phone inquiries from customers and prospects. 

• Effectively handle and resolve customer reported technical issues and inquiries and record them in the CRM. 

• Work effectively by phone and by GoToAssist or similar type application with both very technical and non-technical customers, tailoring communications to the customer’s level of technical expertise. 

• Demonstrate a high-level technical expertise on how to use all aspects of the SmartVault service. 

• Work with the DevOps team to escalate and prioritize support issues. 

• Provide ongoing training to Tier I support reps and other customer facing teams. 

• Leverage MYSQL in order to troubleshoot issues. 

• Handle escalated billing related cases. 

• Help lead other support initiatives. 

• Any other duties assigned by management

Education & Experience Requirements

• 1+ years providing technical support at SAAS company 

• Knowledge of Windows 7, 8 and 10 operating systems

Knowledge & Skill Requirements

• Excellent customer service, written and verbal communication skills 

• Skill in effectively and efficiently troubleshooting technical bugs in software platforms 

• Ability to independently think through issues and come up with resolutions

• Ability to mentor and lead other team me

SmartVault Team Culture and Values

SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher-value activities in their business or personal lives. Learn more about our business and our values. 

Benefits of Working at SmartVault

We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working. Learn more about our benefits. 

We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services, and tackle the diverse and exciting challenges we face.

PRE-EMPLOYMENT CHECKS

We take the security of our business and our duty of care to our customers and their data very seriously, so we need to check that you don’t have any adverse history that could pose a legitimate security risk to our business or customers. To do this, we perform background checks on you if you are offered the job. We will not discriminate unfairly against you based on any information revealed in those checks.

HOW WE USE YOUR PERSONAL DATA

We take data protection very seriously at GetBusy. To find out how we will use your personal data during this application process, please visit GetBusy Applicant Privacy Policy.