Technical Support Engineer iAvid Technology

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Technical Support Engineer 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
Providing technical support, predominantly for Avid Pro Tools, Audio Consoles and Live Sound customers across all audio market segments, from creative enthusiast to professional broadcast.
Managing support cases through web-based submissions and via phone for emergency level issues.
Adhering to Avid's contractual SLAs (Service Level Agreements).
Dealing with customers across all audio market segments, from creative enthusiast to professional broadcast.
Managing support cases through web-based submissions and phone calls.
SKILLS
Must be fluent in English.
Must be comfortable with interacting with customers everyday via phone and e-mail.
Have an ability to stay focused and to systematically boil down complex issues to identify the underlying cause; are detail oriented.
Have a 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".
Must possess willingness to learn constantly, take ownership of self-development, 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 (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 do not always have to know the right answer.
Must be 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
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.
Strong "customer service" orientation.
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.
Want to know even more about working for Avid? Visit:
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Avid Technology

Manila City, Metro Manila
Permanent
Full-time