It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
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.
#LI-Hybrid
#LI-MP1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!