Customer Support Specialist

Join our passionate and dedicated teams who are shaping the future of sound! Reporting to the Head of Customer Service, EMEA, the Customer Support Specialist will be responsible for providing exceptional service and support to international customers. This role involves answering customer inquiries by phone and email, troubleshooting problems remotely, offering solutions, and providing detailed product information.

Based in our office in Marcoussis, France, with two days of home office per week, the ideal candidate will be experienced in remote troubleshooting, possess excellent problem-solving skills, and have a passion for delivering high-quality service within a fast-paced environment. The ability to empathize, communicate clearly, and solve problems efficiently is critical in this role.

Respond to customer inquiries via phone, email, and chat, in a timely and professional manner. Resolve customer issues by identifying problems, researching answers, and guiding customers through corrective steps. Document customer interactions and issues in the company’s CRM system.

Follow up with customers to ensure their issues are resolved and they are satisfied with the service. Collaborate with other departments to address complex customer issues and improve overall customer satisfaction. Maintain a good level of product knowledge to assist customers effectively.

Create quotations for replacement parts based on diagnostics carried out. Process spare parts orders and