Technical Support Engineer I - Audio
- Manila City, Metro Manila
- Permanent
- Full-time
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
- Fluent in English.
- 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”.
- 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.
- Self-starter who is comfortable with taking the initiative.
- 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.
- 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.
- 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.