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Technical Support Engineer ll (Graphics)

  • Avid Technology, Inc.
  • Manila, Metro Manila, Philippines
  • 06/03/2024
Full time Broadcast Engineering Engineering

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.

RESPONSIBILITIES AND DUTIES

  • The role is focused on providing technical/operational support for Avid Servers and Graphics products to customers worldwide.
  • Provide an advanced level of support to Avid's Customers, Partners, and Professional Services field staff, including occasional travel to customer sites, resellers, or other Avid offices where necessary.
  • Provide telephone and web-based technical support, using Avid’s chosen Customer Relationship Management (CRM) suite of support tools.
  • Follow and develop Avid’s standardized CS practices/processes in analyzing situations or leveraging pre-existing information to solve problems.
  • Process RMA’s (Return to Manufacturing Authorizations) where necessary.
  • Act as a respected point of reference for the escalation and management of issues to the Engineering team.
  • Exercise and demonstrates sound judgment to determine the most appropriate action in critical situations.
  • Interacts with management and senior customer personnel on matters which may also require coordination across organizational lines.
  • Usage of Avid’s shared content systems, such as Avid’s Knowledge Base (KB).
  • Build productive internal/external working relationships with 3rd party vendors.

SKILLS

  • Demonstrate in-depth knowledge and at least 2+ years of experience in working with Video Servers or Graphic software, ideally, you already have some knowledge of Avid Graphics solutions.
  • Be able to demonstrate your technical troubleshooting skills.
  • Have excellent customer focus & strong communication skills.
  • Be able to demonstrate your technical troubleshooting skills.
  • Can build relationships quickly with internal & external stakeholders both locally & internationally.
  • Have a passion for Avid products coupled with a desire to help customers achieve success.

#LI-Hybrid

#LI-MP1

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