Technical Support Engineer (UK)
The Focusrite Group, United Kingdom
Job Description
Technical Support Engineer (UK)
Based: High Wycombe
Term: Permanent, Full time
Salary: 25,000 pa + excellent benefits
The Role:
As a Technical Support Engineer, the applicant will be responsible for helping to maintain the high level of customer service we provide. They will work as part of a global cross-functional team answering pre and post sales customer enquiries by phone, email, and live chat, and working proactively to reduce the number of customer enquiries.
Core responsibilities:
- Act as focal point for all technical enquiries relating to Ampify and other Focusrite Group product lines in a timely, friendly, problem-solving manner via email, phone and live-chat.
- Recreate end-user setups to replicate issues reported in the field and submit bug reports to the development team.
- Coordinate warranty and non-warranty repair bookings for dealers and customers.
- Contribute to the defined specification of new product development with a focus on ease of use.
- Prepare for release, upload, and maintain technical aspects of Focusrite and Novation websites; including product downloads, Help Centre articles, OS compatibility info and product specifications.
- Work closely alongside worldwide support team members providing assistance where necessary and collecting feedback on common customer issues from different territories.
Abilities, skills, and experience required:
- Collaborator and works well as part of a team.
- Knowledge of audio interfaces, MIDI control, home/studio recording setups, and music production.
- Experience working with customers.
- Experience with Mac OS X, Windows, and iOS systems.
- Good organisational and communication skills.
- A polite and helpful phone and email manner is a must.
- An interest in music/audio.
- Open to working one weekend day per week E.g. Tues-Sat, Sun-Thurs.
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.
Benefits include flexible/hybrid working, company pension, life insurance, private healthcare, employee purchase scheme, group bonus scheme, workplace nursery benefit, company music events, offsite company parties and free lunch in the canteen. We arrange company training sessions and encourage personal development.