Description
As a Technical Support Engineer, you will be responsible for maintaining the high level of customer service provided by The Focusrite Group. You 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 pre/post sales and technical enquiries via phone, email, and live chat relating to the Focusrite and Novation product lines.
- 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.
- Represent the Technical Support team and our customer base during the development phase of exciting new products.
Abilities, skills, and experience required:
- The ability and readiness to work well as part of a team
- Knowledge of audio interfaces, MIDI control, home/studio recording setups, and music production
- Experience with Mac OS and Windows systems
- DAW knowledge (e.g., Pro-Tools, Logic, Cubase)
- A polite, patient, and helpful phone manner
- Experience dealing with customers
The Focusrite Group is a rapidly growing, global organisation focused on providing opportunities for everyone to enjoy creating music. Previous placement candidates have gone on to become full-time employees.
Benefits include a salary of £26,250 per annum, and shared benefits with permanent employees.