Technical Support Engineer I
HybridManila, Metro Manila, Philippines
Manila, Metro Manila, PhilippinesHybridFull TimeLarge
Full TimeLarge
Job Summary
Provide technical support for Avid Sibelius to creative enthusiasts and professional musicians via web-based submissions and phone calls for emergency issues. Adhere to contractual Service Level Agreements while systematically diagnosing complex audio problems to identify underlying causes. Manage daily cases through email and phone interactions, ensuring timely responses with strong time management skills. Maintain focus on audio products and the broader music, film, and broadcast ecosystem while actively seeking solutions and sharing knowledge.
Required Qualifications
- 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
- detail oriented
- 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
- 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
- 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
- Experience in a corporate technical support or help desk environment
- Strong customer service orientation
Desired Qualifications
- second language is a plus (German, Spanish, French)
- Experience using Salesforce CRM, Atlassian JIRA and/or MS Office would be a plus
- Knowledge about network architecture, OSI models, cabling, Ethernet, and Internet Protocol is a plus
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