Technical Support Engineer (Japan) - Audio

Technical Support Engineer (Japan)

Based: Remote, Japan 
Term: Permanent, Full time
Salary: ¥4.6M - ¥5.2M

The Role:

Working as part of a Global cross-functional team, answering pre and post sales enquiries relating to Focusrite Group 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 Group product lines, E-Store, product registration and software activation 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.
• Work with Japan sales team & 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.

Abilities, Skills and experience required:

• Collaborator, works well as part of a team.
• Knowledge of audio interfaces, MIDI control, home/studio recording setups and music production.
• 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 Japanese to a high standard and English to a reasonable standard.
• Based in Japan.

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.