Job Description

Job Specification: Technical Support Manager

Audient Ltd designs and manufactures a range of professional audio products used in recording studios around the world.

We have a strong focus on delivering products which are both elegant and simple to use, while moving the industry forward.

Audient is looking for a Technical Support Manager to oversee the technical support team, ensuring efficient resolution of customer queries and technical issues related to Audient's products. This role requires extensive knowledge of pro audio hardware/software and applied music production, along with experience in customer service and team management.

Location:

Audient HQ, Herriard, Hampshire, UK - or remote with regular visits to an Audient Office.

Job Type:

Full-time, Permanent

Salary:

34,000 - 36,000 per annum

Key Responsibilities:

Manage and supervise technical support operations, including answering technical support tickets. Ensure timely and accurate resolution of customer issues, including pre-sale support and technical difficulties. Utilise and manage the online support system, Zendesk. Communicate software and hardware issues to the relevant teams for investigation and resolution. Coordinate with operations, service teams, distributors, and service centres for product returns and repairs, ensuring adherence to service standards and minimising downtime. Contribute to the testing of new products and updates, identifying and communicating bugs and errors. Provide support for product repairs, including firmware updates, board swap-outs, and component changes. Train and mentor technical support agents. Create and maintain product documentation, including product manuals and FAQ's Collaborate with the sales team regarding part orders and stock for repairs.

Required Skills:

Proven experience in a technical support role, preferably within the audio engineering or pro-audio industry. Expert knowledge of pro audio hardware/software and applied music production. Proficiency with online support systems, specifically Zendesk. Problem-solving and analytical skills. Strong understanding of various concepts in audio engineering, including DAWs, connector types, and analogue/digital audio formats. Experience with diagnosing and troubleshooting hardware and software issues. Ability to read schematic diagrams to aid troubleshooting. Excellent interpersonal and communication skills, with the ability to manage customer relations and resolve challenging situations. Experience in managing teams and overseeing administrative tasks.

Useful Skills:

Ability to work under pressure. Experience in carrying out hardware repairs. Previous experience with Social Media Management. Familiarity with Monday. Prior use of Adobe Creative Suite. Experience using Audient products. Knowledge of logistics and customs procedures for shipping products internationally is a plus.

Education:

A degree in contemporary music production or a related engineering field is desirable.

What We Offer:

A dynamic and supportive work environment at the forefront of the pro audio industry. Opportunities for professional development and career growth. Flexible working arrangements (subject to role and location). A chance to work with a passionate team in a company that values creativity and innovation.

How to Apply:

Please send your CV and a brief cover letter to with the subject line "Technical Support Manager Application - (Your Name)".

Job Types: Full-time, Permanent

Pay: 34,000.00-36,000.00 per year

Benefits:

Company events Company pension On-site parking
Work Location: Hybrid remote in Basingstoke RG25 2PN