Technical Support Engineer I

4 weeks ago

Manila, Philippines Avid Full time
Overview

Avid Manila, National Capital Region, Philippines. Join to apply for the Technical Support Engineer I - Audio role at Avid .

Responsibilities
  • Provide technical support, predominantly for Avid Pro Tools, Audio Consoles and Live Sound customers across all audio market segments, from creative enthusiast to professional broadcast.
  • Manage support cases through web-based submissions and via phone for emergency level issues.
  • Adhere to Avid’s contractual SLAs (Service Level Agreements).
  • Deal with customers across all audio market segments and manage cases via web submissions and phone calls.
Skills / Qualifications
  • Fluent in English.
  • Comfortable with interacting with customers everyday via phone and e-mail.
  • Ability to stay focused and systematically boil down complex issues to identify the underlying cause; detail oriented.
  • Passion for audio products and technology as well as the music, film and/or broadcast industry.
  • Understand that audio is one piece of a wider, sometimes highly complex production ecosystem and you are willing to learn about other products which are part of the bigger picture.
  • Willing to learn constantly, take ownership of self-development, seek, and give advice, share knowledge with others.
  • Not afraid of making mistakes but careful not to repeat them.
  • Self-starter who is comfortable with taking the initiative.
  • Searching for solutions actively and taking ownership of tasks.
  • Have good time management skills (respond to calls and web cases in a timely manner).
  • Are the kind of person who is always up for the challenge but are aware that you do not always have to know the right answer.
  • Willing to learn about Avid products and new technologies in audio, music, film, and broadcast industry; increase your soft skills every day; become a customer care star.
Required qualifications
  • BA (Hons) or BSc (Hons) in Audio Production (or similar), or equivalent work experience.
  • Existing knowledge/user experience with Avid’s audio products is a plus.
  • You possess a high degree of computer literacy for MacOS and/or Windows.
  • You are fluent in English; second language is a plus (German, Spanish, French).
  • Experience in a corporate technical support or help desk environment desired.
  • Knowledge about network architecture, OSI models, cabling, Ethernet, and Internet Protocol is a plus.
  • Experience using Salesforce CRM, Atlassian JIRA and/or MS Office would be a plus.
Job details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Software Development
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