Avid Technology, Inc.
Manila, Metro Manila, Philippines
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 Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production. Work within a global support team covering 24x7x365 operations. Able to write effective handoff from shift-to-shift for support issues. Provides proactive patch/upgrade planning including version compatibility. Creates and manages support cases in Avid’s case management system as appropriate. Reproduces and logs bugs as required. Engages additional specialized Avid resources when needed. Follows up on customer issues with appropriate Avid internal groups. Liaises with appropriate Avid management on a periodic basis to ensure visibility. Adheres to Avid’s relevant contractual SLAs (Service Level...