Technical Support Engineer (Japanese speaker)
The Focusrite Group
- High Wycombe, Buckinghamshire
- Permanent
- Full-time
Term: Permanent, Full time
Salary: Negotiable + excellent benefitsThe 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.For this position we require candidates to be fluent in Japanese and English.Core responsibilities:
- Act as focal point for all technical enquiries relating to Ampify and other Focusrite Group product lines in a timely, friendly, problem-solving manner via email, phone and live-chat.
- 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.
- Contribute to the defined specification of new product development with a focus on ease of use.
- Prepare for release, upload, and maintain technical aspects of Focusrite and Novation websites; including product downloads, Help Centre articles, OS compatibility info and product specifications.
- Work closely alongside worldwide support team members providing assistance where necessary and collecting feedback on common customer issues from different territories.
- Collaborator and works well as part of a team.
- Fluency in written and spoken Japanese and English to business level.
- Knowledge of audio interfaces, MIDI control, home/studio recording setups, and music production.
- Experience working with customers.
- Experience with Mac OS X, Windows, and iOS systems.
- Good organisational and communication skills.
- A polite and helpful phone and email manner is a must.
- An interest in music/audio.
- Open to working one weekend day per week E.g. Tues-Sat, Sun-Thurs.