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Jobs in Philippines   »   Jobs in Hybrid - Manila   »   Information Technology Job   »   Technical Support Engineer I - Audio
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Technical Support Engineer I - Audio

Philippines (PHC1) Avid Philippines

Philippines (PHC1) Avid Philippines company logo

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!

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