Customer Support

• Handle customer inquiries via phone, email, live chat, and social media.
• Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments.
• Help customers track orders, manage modifications and cancellations, and process returns and refunds.
• Maintain a professional, positive, and empathetic attitude during all interactions.
• Manage and resolve customer complaints, escalating to a supervisor when appropriate.
• Possess and apply deep product knowledge of ALSO’s products to provide solutions.
• Troubleshoot and diagnose technical or mechanical issues with ALSO’s products.
• Educate customers on product features, benefits, and maintenance.
• Manage warranty requests and claims via 3rd party platforms.
• Coordinate with other departments, such as product, shipping, and sales, to resolve issues.
• Communicate customer feedback to internal teams to improve offerings and develop efficiencies.
• Proactively follow up with customers to improve their experience.
• Develop new ways to engage customers, such as creating new documentation and help center articles.

Customer Support Representative

Field Customer Care Specialist

Field Customer Care Specialist

Product Management Supervisor – Customer Experience

Customer Service Associate

Educational Support Specialist, Science