At a Glance
- Tasks: Support customers with technical queries via phone, email, and live chat.
- Company: Join Focusrite, a leading name in music technology with a vibrant culture.
- Benefits: Enjoy flexible working, private healthcare, and exciting company events.
- Other info: Experience a dynamic workplace with opportunities for personal growth.
- Why this job: Be part of a team that makes music easy to create and enjoy.
- Qualifications: Knowledge of audio tech and great communication skills are essential.
The predicted salary is between 28350 - 34650 £ per year.
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
- Free lunch in the canteen
- Company training sessions
- Encouragement of personal development
Technical Support Engineer - Fixed Term Contract in High Wycombe employer: The Focusrite Group
The Focusrite Group is an excellent employer, offering a dynamic work environment in High Wycombe that fosters collaboration and innovation. With a strong emphasis on employee growth, you will have access to professional development opportunities while working alongside talented teams in Engineering, Product Management, and Marketing. The hybrid work model promotes a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment in the audio hardware industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer - Fixed Term Contract in High Wycombe
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Focusrite Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Focusrite Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer - Fixed Term Contract in High Wycombe
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Focusrite Group:Your cover letter is your chance to shine! Tell us why you want to work at The Focusrite Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Focusrite Group!
How to prepare for a job interview at The Focusrite Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
