Technical Support Specialist

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China The Focusrite Group Full time
Technical Support Engineer

We are seeking a highly skilled Technical Support Engineer to join our team at The Focusrite Group. As a Technical Support Engineer, you will play a critical role in providing exceptional customer service and support to our customers.

Key Responsibilities:

  • Provide timely and effective technical support to customers via phone, email, and live chat.
  • Work closely with the development team to recreate end-user setups and submit bug reports.
  • 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 new products.

Requirements:

  • Strong technical 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).
  • Excellent communication and problem-solving skills.
  • Fluent in English and Chinese (Mandarin & Cantonese) to a high standard.

About Us:

The Focusrite Group is a global music and audio group that develops and markets music technology products. We are committed to building a great place to work and are dedicated to Diversity and Inclusion. We recognize the major impact that climate change is having on our world and work towards being industry leaders in a carbon neutral future.

Benefits:

  • 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.


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