Technical Support Engineer - Fixed Term Contract

The-Focusrite-Group; High Wycombe; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Flexible/hybrid working

Company pension

Life insurance

Private healthcare

Health Cash Plan

Enhanced Maternity and Paternity pay

Employee purchase scheme

Group bonus scheme

Company music events

Offsite company parties and free lunch

Job summary

Focusrite plc is seeking a Technical Support Engineer on a fixed-term 6-month contract in High Wycombe. You will provide pre/post sales technical support via phone, email and live chat as part of a global cross-functional team, helping to reduce enquiries and maintain high customer service.

The role starts ASAP and lasts for 6 months, with a pro rata salary of £28,840 per year and excellent benefits. You will work with Focusrite and Novation product lines and coordinate repair bookings as needed.

Qualifications

• 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).
• Polite, patient and helpful phone manner.
• Experience dealing with customers.

Responsibilities

• Act as focal point for pre/post sales and technical enquiries via phone, email and live chat.
• Recreate end-user setups to replicate issues and submit bug reports to the development team.
• Coordinate warranty and non-warranty repair bookings for dealers and customers.
• Represent the Technical Support team during development of new products.

Skills

Customer service

Teamwork

Mac OS

Windows

DAW knowledge

Audio interfaces

MIDI control

Job description

Technical Support Engineer - Fixed Term Contract

Based: High Wycombe
Term: Fixed term 6 months, Full time
Salary: £28,840 pa pro rata for 6 months + excellent benefits

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.

This contract role will start ASAP and is expected to last for 6 months.

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

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity - 'we make music easy to make'.

The Focusrite Group trades under thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax. With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry.

Music technology is an enriching space to work in and we enjoy a Group-wide open-door culture which encourages innovation. This culture, combined with a passion for the inspirational solutions we create, has led to the group winning numerous accolades, including six Queen's Awards, the AIM Company of the Year Award 2021 and regular appearances in 'The Sunday Times 100 Best Small Companies to Work For'.

The Focusrite Group is dedicated to building a great place to work and as an equal opportunity employer we are committed to Diversity and Inclusion. The group mission is to cultivate an equitable culture, internally and externally, where all people feel they are welcome, safe and positively represented, because at Focusrite they truly are. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.

Benefits include:

• flexible/hybrid working
• company pension
• life insurance
• private healthcare
• Health Cash Plan
• enhanced Maternity and Paternity pay
• employee purchase scheme
• group bonus scheme
• company music events
• offsite company parties and free lunch in the canteen.
• We arrange company training sessions and encourage personal development.