Technical Support Engineer iAvid Technology

Job Description (Role Profile)
Technical Support I
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
To learn how Avid powers greater creators or for more information, visit .
JOB SUMMARY
Avid is looking for a Technical Support I engineer for its office in Manila!
About the Role
Providing technical support to our customers from all around the world in the areas of troubleshooting Avid Media Composer issues.
Dealing with customers across all video market segments, from creative enthusiast to professional broadcast.
Managing support cases through web-based submissions and phone calls.
RESPONSIBILITIES AND DUTIES
You may be the right candidate if you:
Are fluent in English.
Have experience in customer care.
You have a passion for video editing, but you are willing to learn "the bigger picture" like asset management and storage solutions.
Are comfortable interacting with customers everyday via phone and e-mail.
Are willing to cooperate not only with your local team but also with colleagues from all around the world.
Are a keen problem solver, with a can-do attitude.
Have an ability to stay focused and to systematically boil down complex issues in order to identify the underlying cause; are detail oriented.
Are willing to learn constantly, seek and give advice, share knowledge with others.
Are not afraid of making mistakes but careful to not repeat them.
Are a self-starter who is comfortable with taking the initiative.
Are searching for solutions actively and taking ownership of tasks.
Have good time management skills (you will not be taking hundreds of calls a day but you will make sure that calls and web cases are responded in a timely manner).
Are the kind of person who is always up for the challenge but are aware that you don't always have to know the right answer.
Are 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.
QUALIFICATIONS & SKILLS
Experience and passion for high-standard customer care.
Fluent in English (written and oral).
Solid fundamental computer skills.
Willingness to learn every day and take ownership of self-development.
Ability to work in a team.
Experience in Video Editing using Avid Media Composer or other NLEs (Non-Linear Editing system)
BA (Hons) or BSc (Hons) in Digital Media Production, Video and Streaming Technology, Film and Video Production (or similar) is a plus
Familiarity in Post-Production Workflow
Comprehensive understanding of broadcast, cinema, video, audio editing terms, techniques and standards.
Experience in troubleshooting issues on their editing software
Experience in troubleshooting issues on their computer
Experience in installing programs on their computer
Knowledge about network architecture and troubleshooting it is a plus.
Knowledge about Linux shell and computer programming is a plus.
OSX MAC knowledge
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Function
Customer Care
Full or Part Time
Full Time
Avid Technology

Manila City, Metro Manila
Permanent
Part-time