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Account Support Agent - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Los Angeles, CA Los Angeles, California |
About this job
ACCOUNT SUPPORT AGENT
Los Angeles. Full-time. As soon as possible.
Los Angeles. Full-time. As soon as possible.
inShare
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NI Inc.’s Account Support Agents are part of the Customer Service team who are responsible for making it an effortless experience to find information, share feedback, and resolve problems, with an emphasis on processing orders and product registration related tasks.
The team and its individual agents take care of all B2C matters concerning web-shop, orders and sales specials.
We are looking for an Agent who is passionate about helping others, a natural problem solver and who is quick to dive into account details to find a resolution. You value the importance of excellent customer service, and are interested in acting as a passionate internal advocate for our diverse, growing customer base.
When people are receiving fast, and helpful responses that get their problems solved - you know you're doing a good job.
The team and its individual agents take care of all B2C matters concerning web-shop, orders and sales specials.
We are looking for an Agent who is passionate about helping others, a natural problem solver and who is quick to dive into account details to find a resolution. You value the importance of excellent customer service, and are interested in acting as a passionate internal advocate for our diverse, growing customer base.
When people are receiving fast, and helpful responses that get their problems solved - you know you're doing a good job.
WHAT YOU'LL DO
- Manage all incoming B2C orders (esp. Webshop)
- Pre-sales Questions
- Hold Management (payment & shipping holds)
- Fraud protection (Verification of transactions)
- Manual order entries for Marketing, Family & Friends and Replacements
- Monitoring of B2C Order Fulfillment
- E-Voucher Requests
- Download Order Issues
- Web-shop Assistance (making purchases, explanation of pricing/shipping costs, clarification of webshop FAQ)
- Provide support for registration and activation of NI products
- Service Center Issues (activation errors, serial number/license issues)
- Hardware Registration
- Native Access Issues
- License Transfers
- Growing and improving our customer service experience while always looking for gaps to fill and processes to improve
WHAT YOU'LL BRING
- Highly organized and detail-oriented
- Excellent verbal and written communication skills
- An understanding and familiarity with Native Instruments products
- Familiarity with one or more enterprise-level business management systems such as Oracle E-Business Suite, SAP, Salesforce, etc.
- HelpDesk, PC and Mac familiarity, especially Zendesk
Proficient knowledge of Microsoft Office – especially Excel - The ability to follow established workflows and business practices
- Customer Service experience in call center environment preferred