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.
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.
Want to know even more about working for Avid? Visit: www.avid.com/careers
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!
Skills Required
- Proficient in Sibelius
- Fluent in English
- Comfortable interacting with customers daily via phone and email
- High degree of computer literacy on macOS and/or Windows
- Ability to troubleshoot complex issues and identify root causes
- Strong customer service orientation
- Willingness to learn, take ownership, and share knowledge
- CM, DCPMA or BM Music graduate
- Experience in a corporate technical support or help desk environment
- Knowledge of network architecture, OSI model, cabling, Ethernet, and Internet Protocol
- Experience using Salesforce CRM, Atlassian JIRA and/or Microsoft Office
- Fluency in a second language (German, Spanish, French)
What We Do
We help media visionaries create art that colors our perceptions and enriches our culture. We make innovative technology and collaborative tools that inspire and spark joy so creators can entertain, inform, educate and enlighten the world. We believe in our artists. We believe in our industry leaders. And we believe in the future of entertainment. We have a rich, 30-year history of powering media and entertainment. But we know our history doesn’t determine our future, so we are always evolving, committed to making good better and better best. We make many products, but we only do one thing: maximize the mediums of amazing makers. At Avid, every minute, of every day, we are powering greater creators.
