Based: High Wycombe
Term: Permanent, Full time
Salary: £28000pa + weekend premium + excellent benefits
The Role:
As a Technical Support Engineer, the applicant will be responsible for maintaining the high level of customer service. They will work as part of a global cross-functional team, answering pre- and post-sales customer inquiries via phone, email, and live chat, and proactively working to reduce the number of customer inquiries.
Core responsibilities:
* Act as the focal point for all technical inquiries related to Ampify and other Focusrite Group product lines, providing timely, friendly, and problem-solving support via email, phone, and live chat.
* Recreate end-user setups to replicate issues and submit bug reports to the development team.
* Coordinate warranty and non-warranty repair bookings for dealers and customers.
* Contribute to the specifications of new product development, focusing on ease of use.
* Maintain technical content on Focusrite and Novation websites, including product downloads, Help Centre articles, OS compatibility info, and product specifications.
* Collaborate with worldwide support team members, providing assistance and collecting feedback on common customer issues from different territories.
Abilities, skills, and experience required:
* Team-oriented collaborator
* Knowledge of audio interfaces, MIDI control, home/studio recording setups, and music production
* Experience working with customers
* Proficiency with Mac OS X, Windows, and iOS systems
* Strong organizational and communication skills
* Polite and helpful manner on phone and email
* Interest in music/audio
* Willingness to work one weekend day per week (e.g., Tues-Sat, Sun-Thurs)
About Us
Focusrite plc is a global music and audio group developing and marketing music technology products used by professionals and amateurs alike. Our solutions facilitate high-quality music and sound production. Our brands aim to remove barriers to creativity, making music accessible and enjoyable.
The group includes thirteen brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard, and TiMax. With decades of heritage and a reputation for quality, our brands are leaders in the music industry.
We foster an open-door culture that encourages innovation and passion for our solutions. Our achievements include Queen's Awards, the AIM Company of the Year 2021, and recognition in 'The Sunday Times 100 Best Small Companies to Work For'.
We are committed to diversity, inclusion, and sustainability, striving to create an equitable and environmentally responsible workplace.
Benefits include flexible/hybrid working, pension, life insurance, private healthcare, employee purchase scheme, bonus scheme, nursery benefit, music events, parties, and free lunch. We support personal development through training and growth opportunities.
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