About the role

Provide technical support for Avid Sibelius to a diverse range of users from enthusiasts to professionals. Manage support cases through web-based submissions and phone calls while adhering to contractual service level agreements.

What they look for

Technical support Customer service Sibelius MacOS Windows Time management Communication Problem solving Audio technology Network architecture OSI models Salesforce CRM Atlassian JIRA MS Office English fluency

Requirements

Candidates must hold a degree in Music and possess proficiency in Sibelius along with strong computer literacy in MacOS or Windows. Excellent English communication skills and a strong customer service orientation are required for this role.

Full 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.

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!