At a Glance
- Tasks: Support customers with technical queries via phone, email, and live chat.
- Company: Join Focusrite, a leading name in music technology.
- Benefits: Enjoy flexible working, private healthcare, and company events.
- Other info: Dynamic work culture with opportunities for personal growth.
- Why this job: Be part of a creative team making music easier for everyone.
- Qualifications: Knowledge of audio tech and great communication skills required.
The predicted salary is between 28350 - 34650 £ per year.
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
- free lunch in the canteen.
We arrange company training sessions and encourage personal development.
Technical Support Engineer - Fixed Term Contract in High Wycombe employer: Focusrite
Focusrite plc is an exceptional employer located in High Wycombe, offering a vibrant work culture that fosters creativity and innovation in the music technology industry. With a commitment to employee growth through training sessions and personal development opportunities, alongside excellent benefits such as flexible working, private healthcare, and a supportive environment for diversity and inclusion, Focusrite ensures that every team member feels valued and empowered. Join us to be part of a passionate team dedicated to enriching lives through music while enjoying a rewarding and meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer - Fixed Term Contract in High Wycombe
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Focusrite.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Focusrite. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Technical Support Engineer - Fixed Term Contract in High Wycombe
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Focusrite.
How to prepare for a job interview at Focusrite
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Focusrite's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Focusrite offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
