Customer Service Assistant

The Focusrite Group • El Segundo, CA

1d • $47,000 - $51,000 • Remote

About The Position

Working as part of a Global cross-functional team, answering enquiries relating to e-store purchases, product registration and software activation by phone, email and live-chat, and working pro-actively to reduce the number of incoming inquiries. Coordinating sales emails coming into the Support dept. and beta feedback. Assist with responding to customers via Social Media Channels.

Requirements

• General knowledge and interest in our product offerings and family of brands.
• 1+ years of customer service experience.
• Possess clear communication skills through phone and email.
• Ability to assist customers with exceptional listening skills and to stay calm and helpful in any customer scenario.
• Good working knowledge of Mac and PC platforms, with familiarity with the Microsoft Office Suite.
• High School Diploma, general education degree, or equivalent experience.

Nice To Haves

• Experience with Phone systems is a plus.

Responsibilities

• Act as the focal point for all inquiries relating to the Focusrite/Novation/ADAM Audio e-Store in a timely, friendly, problem-solving manner.
• Assist customers with purchasing, order tracking, pre-sales queries, and returns via email, phone, and live chat.
• Assist customers with the initial stages of using their products, including product registration, software activation, and installation.
• Facilitate operational tasks between end-users, resellers, and internal and external distribution partners for various brands in the group.
• Provide feedback to the e-commerce team in bi-weekly meetings on common issues reported by the field team, focusing on making the site and our support services easy for the customer.
• Coordinate incoming feedback and technical inquiries to the Support team.
• Monitor and respond to TrustPilot reviews coming in from customers.
• Work closely alongside global support team members, assisting where necessary and collecting feedback on common customer issues from different territories.
• Facilitate and manage spare parts orders in region-specific territories.
• Provide updates for FAQ page.
• Participate in the Focusrite/Novation beta testing program.

Benefits

• health insurance covered by Focusrite Group at 100% for employees and 75% for dependents
• dental and vision insurance
• life insurance
• short—and long-term disability
• 401K with employer match
• 28 days PTO
• Employee Assistance Program
• Group Bonus Scheme
• generous staff discounts on company products and merchandise

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED