Technical Support Engineer Placement

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Technical Support Engineer Placement

We are looking for a driven and organised individual to join us working as part of a cross-functional team in order to maintain the high level of customer service we provide, and to work proactively to reduce the number of customer enquiries.

Core Responsibilities Include:

• Act as focal point for first line Pre/Post Sales and Technical enquiries via phone, email and LiveChat relating to Focusrite/Novation product lines in a timely, friendly, problem-solving manner.
• 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.
• Prepare for release, upload and maintain technical aspects of Focusrite and Novation websites; including product downloads, Help Centre articles, OS compatibility info and product specifications.
• Review www based user forums, take appropriate action, create a weekly summary of relevant forum activity and distribute it to the relevant parties.
• Feedback to Customer Support team in weekly meetings of common issues reported from the field.
• Participate in the Focusrite/Novation beta testing program.
• Contribute to the defined specification of new product development with a focus on ease of use.
• Work closely alongside worldwide support team members providing assistance where necessary and collecting feedback on common customer issues from different territories.

What We’re Looking For:

• 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
• A passion for music and audio

Relationships:

You would be answering to the Global Support Manager, and working in liaison with End users, Focusrite headquarters, UK reseller network, worldwide support team and distribution partners

About Focusrite

Our four brands, Focusrite, Focusrite Pro, Novation and Ampify, come together around a common mission to remove barriers to creativity.

Focusrite is The Interface Company. That’s what it does. More people record and listen to their productions through Focusrite than any other interface brand. The Focusrite Pro division has been created as a distinct group, focused on serving the unique needs of commercial operations. From the ubiquitous Launchpad 8 x 8 grid behind over a billion YouTube views, to the synthesisers behind a constantly evolving new musical landscape, Novation plays a huge part in shaping the music and art of tomorrow. Born out of Novation and based in Tileyard, Kings Cross, Ampify holds true to our fundamental purpose, creating cool music-making software that brings the life-enriching experience of music making to a larger audience than ever before.

How to apply

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