Customer Service Assistant

Summary

Join Focusrite Group as a Customer Service Assistant and become a key member of a global team supporting customers with e-store purchases, product registration, and software activation. You will handle inquiries via phone, email, and live chat, providing timely and friendly problem-solving assistance. This role involves collaborating with internal and external teams to improve customer experience and reduce incoming inquiries. You will also contribute to the improvement of the e-commerce site and support services. The position offers a competitive salary, comprehensive benefits, and the opportunity to work remotely within the USA.

Requirements

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

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

Preferred Qualifications

Experience with Phone systems

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