Customer Service Assistant

Customer Service Assistant

Classification: non-exempt, full-time

Location: US, Remote

Range: $47-$51k

Job summary:

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.

Relationships:

a) Responsible to: Customer Service Supervisor

b) Liaison with: E-Store customers, website account users, global support team, E-commerce team, QA department, Sales, Logistics and Logistics partners.

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 and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity – ‘we make music easy to make’. 

The Focusrite Group trades under thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax. With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry. 

Music technology is an enriching space to work in and we enjoy a Group-wide open-door culture which encourages innovation.  This culture, combined with a passion for the inspirational solutions we create, has led to the group winning numerous accolades, including six Queen's Awards, the AIM Company of the Year Award 2021 and regular appearances in 'The Sunday Times 100 Best Small Companies to Work For’. 

The Focusrite Group is dedicated to building a great place to work and as an equal opportunity employer we are committed to Diversity and Inclusion. The group mission is to cultivate an equitable culture, internally and externally, where all people feel they are welcome, safe and positively represented, because at Focusrite they truly are. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.