Technical Support Engineer
3 weeks ago
Job Summary
We are seeking a highly skilled Technical Support Engineer to join our team at The Focusrite Group. As a Technical Support Engineer, you will play a key role in providing exceptional customer service and supporting our customers in resolving technical issues related to our audio products.
Key Responsibilities
- Act as the primary point of contact for customers via phone, email, and live chat, providing timely and effective support for pre and post-sales technical enquiries.
- Collaborate with our development team to recreate customer scenarios and submit bug reports, ensuring that our products meet the highest standards of quality.
- Coordinate warranty and non-warranty repair bookings for dealers and customers, ensuring seamless support throughout the process.
- Represent the Technical Support team during product development, ensuring that our products meet the needs of our customers.
Requirements
- Excellent communication and problem-solving skills, with the ability to work well under pressure.
- Knowledge of audio interfaces, MIDI control, home and studio recording setups, and music production.
- Experience with Mac OS and Windows systems, as well as DAW knowledge (e.g. Pro-Tools, Logic, Cubase).
- A polite, patient, and helpful phone manner, with experience dealing with customers.
About Us
The Focusrite Group is a rapidly growing, global family of brands dedicated to removing barriers to creativity. We offer exciting opportunities for our placements to develop our products, market our brands, speak to our customers, and make us better. Our placements are very popular, and many of our previous candidates are now full-time employees.
What We Offer
We pay our placements £23500 per year, and you get to share some of the same benefits as our permanent employees. We work hard, we are professional, and we play hard too. We select really talented and passionate people, and we absolutely love our work. If you think you can bring something new to the mix, we look forward to hearing from you.
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