Customer Service Assistant, Focusrite
Temporary Contract
$10,250-$10,750 for Temporary 3-month Term
Office located in El Segundo, CA
Audio interfacing technology
Job no longer available
Audio interfacing technology
201-500 employees
Job no longer available
$10,250-$10,750 for Temporary 3-month Term
Office located in El Segundo, CA
201-500 employees
Company mission
To enrich people's lives through music.
Role
Who you are
- General product knowledge and active interest of our participating brands
- 1+ years of customer service experience
- Possesses clear communication skills through phone & email, ability to stay calm under pressure, strong listener, and patient with customers
- Experienced in both Mac and PC environments, familiarity with Office software and phone system a plus
- High school diploma, general education degree, or equivalent / University or College degree encouraged but not required
- Spanish speaker preferred
- Availability to work on the weekend
What the job involves
- 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
- Responsible to: Customer Service Supervisor
- Liaison with: E-Store customers, website account users, global support team, E-commerce team, QA department, Sales, Logistics and Logistics partners
- Coordinating sales emails coming into the Support dept. and beta feedback
- Assist with responding to customers via Social Media Channels
- Act as focal point for all inquiries relating to the Focusrite/Novation 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, and software activation and installation
- Help facilitate operational tasks between end-users, resellers, internal & external distribution partners for various brands in the group
- Feedback to e-commerce team in bi-weekly meetings of common issues reported from the field with a focus on making the site and our support services easy to use for the customer
- Coordinate incoming feedback and technical enquiries to the Support team
- Monitor and respond to TrustPilot reviews coming in from customers
- Respond to pre-sales questions on Amazon
- Assist with responding to customers via various Social Media channels when applicable
- Work closely alongside global support team members providing assistance where necessary and collecting feedback on common customer issues from different territories
- Update the E-store FAQ page
- Participate in the Focusrite/Novation beta testing program
Our take
Legacy audio engineering company Focusrite has been developing audio interfaces since the late 1980s. Founded by Rupert Neve, an electronics designer whose customers included The Beatles and Nirvana, Focusrite has continued developing interfaces and preamps based on his work.
Continuously innovating, Focusrite has most recently developed AI-driven plugins that transform ideas into polished, studio-quality music. This is indicative of Focusrite’s not resting on its laurels. The company became publicly listed in 2014 and has also funded music industry scholarships and mentor schemes, maintaining its leadership in the audio interface manufacturing market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Pension with salary sacrifice option
- After successful probationary period; you will join our Group Life Assurance, Group Income Protection and you can join our Health Cash Plan and Private Medical Insurance
- Bike2work scheme
- 25 days holiday increasing with length of service
- Staff discount on company products and merchandise
- Participation in group bonus scheme
Company HQ
High Wycombe, UK
Leadership
Tim Carroll
(CEO)Previously the VP of Audio Products at Avid Technology and Member of the Board of Directors at National Association of Music Merchants.
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