Technical Support Engineer I

3 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 #J-18808-Ljbffr

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