Technical Support Engineer Placement Specialist

1 week ago


High Wycombe, Buckinghamshire, United Kingdom The Focusrite Group Full time

At The Focusrite Group, we are on a mission to remove barriers to creativity and provide exceptional customer service. We are currently seeking a highly skilled Technical Support Engineer Placement Specialist to join our team.

**Job Summary**

This is a 12-month placement opportunity that will allow you to gain valuable experience in a global cross-functional team. As a Technical Support Engineer Placement Specialist, you will be responsible for maintaining high levels of customer satisfaction by providing excellent technical support via phone, email, and live chat. You will also work proactively to reduce the number of customer enquiries and represent the Technical Support team during product development phases.

**Key Responsibilities:**

  • Customer Support: Act as the primary point of contact for pre and post-sales customer enquiries via phone, email, and live chat, focusing on Focusrite and Novation product lines.
  • Issue Resolution: Recreate end-user setups to replicate issues reported in the field and submit detailed bug reports to the development team.
  • Warranty and Repair Coordination: Coordinate warranty and non-warranty repair bookings for dealers and customers.
  • Product Representation: Represent the Technical Support team and our customer base during the development phase of new products.

**Requirements:**

  • Team Player: Ability to work effectively as part of a global cross-functional team.
  • AUDIO Knowledge: Understanding of audio interfaces, MIDI control, home/studio recording setups, and music production.
  • Technical Skills: Experience with Mac OS and Windows systems, as well as DAW knowledge (e.g. Pro-Tools, Logic, Cubase).
  • Customer Service: Polite, patient, and helpful phone manner, with experience dealing with customers.

**About Us**

The Focusrite Group is a rapidly growing, global company focused on providing opportunities for everyone and anyone to enjoy creating music. Our placements are very popular, and we offer a unique chance to develop our products, market our brands, speak to our customers, and make us better.

**What We Offer:**

  • Competitive Salary: £23,500 per year (£25,650 for London-based roles), plus benefits.
  • Professional Development: Opportunities to learn from experienced professionals and contribute to the growth of the company.
  • Global Reach: Work with a global team and collaborate with colleagues from diverse backgrounds.

We work hard, we are professional, and we play hard too. We select talented and passionate people who love their work, and we look forward to hearing from you.



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