Junior Beta Liaison

Junior Beta Liaison

Department: Beta Testing

Employment Type: Full Time

Location: Cambridge, UK

Reporting To: Clive Sawford

Description

Are you a customer-focused individual with experience in technical support, customer support, or community management, who also has a passion for music technology? We are seeking a new member of our beta liaison team who will thrive on interacting with our beta testers, handling their queries, bug reports, and feature requests, and discussing our unreleased products with them in great detail.

The beta liaison team works closely with product teams, QA, and beta testers to ensure all feedback is considered when we are developing a new product. The successful candidate will be hands-on with the products, and the sole point of contact for many of our customers. If you think you have the skills and experience required to succeed in this role, please don't hesitate to apply!

Key Responsibilities

• Answer beta testers inquiries through a variety of channels, including forum, email, and IM.
• Ensure an excellent beta tester experience, emphasising feedback, quality bug reports, sensible and useful feature requests, and maintaining beta tester engagement.
• Resolve any setup and technical difficulties for beta updates.
• Write Beta FAQ entries, knowledge base entries, technical help entries and release posts.
• Maintain knowledge of all existing and new products, emphasising setup, practical use, and troubleshooting.
• Work with Software QA and onwards Product and Project teams.

• MPC and Force
• Engine DJ and Engine OS
• HeadRush
• Moog
• AIR Music Technology
• Plus many, many more!

Skills, Knowledge and Expertise

Requirements:

• 1+ years' experience in customer-facing role; retail/hospitality/customer support.
• Awareness and knowledge of full lifecycle experience of software development, from inception, planning, development, test, deployment, and maintenance.
• Demonstrable problem-solving approach.
• Good skills in music technology, inclusive of DJ products, electronic and digital music production, live performance, and recording, etc.
• Experience of Microsoft Office suite or equivalent.

Nice to have:

• Some knowledge of Jira and Confluence (Atlassian software) or similar bug tracking and organisational software
• Some experience with Discourse or similar forum admin software
• Some knowledge of, or experience with project tracking tools

Benefits

• Generous annual leave entitlement
• Private Healthcare
• Pension scheme
• Employee Assistance Programme
• Cycle To Work Scheme
• Staff discount on products sold by inMusic (for personal use only)
• £1,000 annual allowance for training and development
• Sick pay