Customer Service Assistant (US)

Customer Service Assistant (US)

Report to: Supervisor, Customer Service

Classification: non-exempt, full-time

Location: USA, Remote

Range: $40K-$50K, and generous benefits

Job summary:

This role is part of a global cross-functional team that answers customer inquiries about e-store purchases, product registration, and software activation by phone, email, and live chat. It also works cross-functionally to reduce the number of incoming inquiries.

Core 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. 

Qualifications:

• 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. Experience with Phone systems is a plus. 
• High School Diploma, general education degree, or equivalent experience. 

Comprehensive Benefits include 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, and generous staff discounts on company products and merchandise

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded …