Technical Support Engineer

  • Focusrite
  • Shek Tong Tsui, Hong Kong
  • Mar 30, 2021
Full time Customer Service

Job Description

Technical Support Engineer (HK)
Based:
Shek Tong Tsui, Hong Kong
Term: Full-time, permanent
Rate: HKD 200,000

The role:

Working as part of a Global cross-functional team, answering pre and post sales enquiries relating to Focusrite & Novation products, e-store purchases, product registration and software activation by phone, email and live-chat, and working pro-actively to reduce the number of incoming enquiries.

Core responsibilities:

  • Act as focal point for all technical and non-technical enquiries relating to the Focusrite/Novation product lines, E-Store, product registration and software activation in a timely, friendly, problem-solving manner via email, phone and live-chat.
  • Work alongside global support team to maintain positive KPIs on key social media platforms (Facebook, Twitter, Instagram, etc.)
  • Work with Asia-Pacific distribution network to ensure our customers in the region are getting a great customer experience.
  • Monitor and respond to Amazon and TrustPilot reviews coming in from customers.
  • Coordinate incoming beta feedback, forward bug reports on the QA team, technical enquiries to the Support team, maintain good lines of communication with our beta testers throughout.
  • Work closely alongside worldwide support team members providing assistance where necessary and collecting feedback on common customer issues from different territories.
  • Recreate end-user setups to replicate issues reported in the field and submit bug reports to the development team.

Abilities, skills and experience required:

  • Collaborator, works well as part of a team.
  • Basic experience working with customers.
  • Experience with Mac OS X and Windows systems.
  • Good organisational and communication skills.
  • A polite and helpful phone and email manner is a must.
  • An interest in music/audio.
  • Fluent in English and Chinese (Mandarin & Cantonese) to a high standard.
  • additional languages advantageous
  • Knowledge of audio interfaces, MIDI control, home/studio recording setups and music production

About Us

Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity. We want to create opportunities for everyone to enjoy making music, from musicians trying to capture their unique sound, to the professionals delivering the greatest shows on earth. The Focusrite Group has an illustrious history with four Queen's Awards for Enterprise among a host of other accolades. We comprise six successful and rapidly growing brands: Focusrite, Focusrite Pro, Martin Audio, ADAM Audio, Novation and Ampify Music. With a high-quality reputation and a rich heritage spanning over four decades, our brands continue to shape the music-making world.

Focusrite leads that world in audio interfacing technology – more musicians record through Focusrite than any other brand. The Focusrite Pro team are focussed on the complex needs of the audio professional for whom sound is not just a passion, but a way of life. Martin Audio have been uniting audiences for almost five decades with their awe-inspiring touring and installation loudspeaker systems. Based in Berlin, ADAM Audio are precision innovators in the field of professional monitoring and loudspeaker technology, made famous by their unique ART ribbon tweeter. Novation is obsessed with helping electronic music makers find new ways to produce and perform new music. Born out of that team and based in Tileyard, King's Cross, London, Ampify Music make innovative music-making apps that are highly accessible, yet extendable and deep.

Music technology is an enriching space to work in, and that's not about to change. We embrace its evolution, and that means remaining open to new ideas. We enjoy a Group-wide open-door culture, where we can all contribute and everyone is heard as we grow and develop, both as individuals and as a team. We encourage innovation and fresh-thinking and are passionate about the inspirational solutions we create. Behind our success is a tightly knitted, like-minded family of music and audio lovers. We're always pulling together to try and make a difference; our frequent appearance in 'The Sunday Times 100 Best Small Companies to Work For' is testament to this.

As an equal opportunity employer, we encourage people to apply regardless of religion, ethnic background, nationality, sexual orientation or gender identity. We recognise the diversity shortcomings of our industry and are committed to driving change. 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 working, home working, company pension, life insurance, private healthcare, employee purchase scheme, company music events, offsite company parties and free breakfast/lunch in the canteen. We arrange company training sessions, hold making things easy days, encourage personal development training, run lunch and learns and facilitate external visits.