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Customer Service Assistant (California Remote)
Support Focusrite Group customers using its music technology e-store and related services. Handle orders, registrations, activations, returns, technical questions, and coordination with global support teams.
विवरण
- Respond to e-store, product registration, and software activation questions by phone, email, and live chat
- Take proactive steps to reduce incoming customer inquiries
- Coordinate sales correspondence and beta-test feedback for the Support department
- Help manage customer responses through social media channels
- Process e-store purchases, order tracking, pre-sales questions, and returns
- Guide customers through product registration, software activation, and installation
- Coordinate operational matters among end users, resellers, and distribution partners
- Share customer insights with the e-commerce team during bi-weekly meetings
- Route incoming feedback and technical questions to the Support team
- Monitor and respond to Trustpilot reviews
- Work with global support colleagues to identify recurring customer issues and gather feedback
- Manage spare-parts orders across designated regional territories
- Maintain and update the FAQ page
- Take part in the Focusrite and Novation beta-testing program
- Report to the Customer Service Supervisor while coordinating with e-store customers, website account users, Support, E-commerce, QA, Sales, Logistics, and logistics partners
आवश्यकताएँ
- At least one year of customer service experience
- Clear and effective communication skills over the phone and by email
- Strong listening skills and the ability to remain calm and helpful in all customer situations
- Working knowledge of Mac and PC platforms
- Familiarity with Microsoft Office applications
- High school diploma, general education diploma, or equivalent experience
- General knowledge of and interest in Focusrite Group products and brands
लाभ
- Focusrite Group covers 100% of employee health insurance premiums and 75% of dependent premiums
- Dental and vision insurance
- Life insurance
- Short- and long-term disability coverage
- 401(k) with employer matching
- 28 days of paid time off
- Employee Assistance Program
- Group bonus scheme
- Staff discounts on company products and merchandise
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