Technical Support Engineer (UK)

High Wycombe, England, United Kingdom expand job description ↓

Description

Technical Support Engineer (UK)

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 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

Salary:£21,500pa

About Us

Incorporating the Focusrite, Novation and Ampify brands, we aim to enrich lives through music by removing barriers to creativity.

As the number one selling audio interface brand worldwide, Focusrite has an illustrious and prestigious history. Alongside Novation and Ampify, the hardware and software that we develop plays a significant role in shaping the sound of modern music. From amateur to pro, our goal is to contribute to a world where we’ve made a difference creating opportunities for everyone and anyone to enjoy creating music.

We embrace evolution, and that means being open to new ideas. Our business is set up to enable everyone to contribute and be heard at all levels and at all stages of product development. We encourage innovation, fresh thinking and are passionate about creating great products.

Benefits include flexible working, company pension, life insurance, private healthcare, employee purchase scheme, share options, company music events, offsite company parties and free breakfast/lunch in the canteen. We arrange company training sessions, hold making things easy days, encourage personal development training, run lunch and learns and facilitate external visits.

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