Technical Support Engineer I

Philippines (PHC1) Avid Philippines; Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Avid in Manila is seeking a Technical Support Engineer I for Audio with Sibelius expertise. You will provide technical support to users from enthusiasts to professionals, handling cases via web submissions and phone while meeting service level agreements.

Ideal candidates are fluent in English, comfortable with customer interactions, and passionate about audio products and technology. Avid offers a hybrid work setup and opportunities to grow within a global media technology company.

Qualifications

• Fluent English required and strong communication with customers.
• Experience in a corporate tech support or help desk environment is preferred.
• Background in music/audio software is advantageous.

Responsibilities

• Provide technical support for Avid Sibelius to users ranging from enthusiasts to professionals.
• Manage support cases through web submissions and phone, adhering to SLAs.
• Record and track issues, escalate when necessary, and communicate resolutions clearly.
• Collaborate with cross-functional teams to resolve complex audio production problems.

Skills

Fluent English

Customer interaction

Problem solving

Audio software interest

Learning mindset

Self-starter

Time management

Communication

Education

Music-related degree (CM/DCPMA/BM)

Tools

Salesforce CRM

Atlassian JIRA

MS Office

Job description

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.

Technical Support Engineer I - Audio (Sibelius)

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 www.avid.com.

JOB SUMMARY

Providing technical support for Avid Sibelius from creative enthusiast to professional musicians. Managing support cases through web-based submissions and via phone & for emergency level issues. Adhering to Avid’s contractual SLAs (Service Level Agreements). 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

• You are CM, DCPMA or BM Music graduate.
• You are proficient in Sibelius.
• 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.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-Hybrid #L1-RM1 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Avid makes technology and collaboration 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 recordings and live concerts. To learn how Avid powers greater creators or for more information, visit http://www.avid.com.