sales-marketing customer care expert

Customer Care Expert

Customer Care Expert


Req ID

Job Description (Role Profile)
Avid Technology is looking for a Customer Care Expert (United States – Home Office)
Avid Customer Success provides world-class technical support for Global Customers via phone, e-mail, web and site visits. In this role, you will work with customers under minimal supervision. You must have strong fault isolation and root cause analysis skills to solve sometimes complex technical issues in a timely fashion in a professional manner.

About the Role
This position requires extensive case management skills, computer, and programming experience. The ideal candidate has proven to troubleshoot and debugging skills, good communication, and customer-facing experience. Versatility and technical breadth is a must. The ability to communicate internally and externally (including C-Level Executives) with confidence and clarity both verbally and in writing is needed. You should know how to set priorities and moving several tasks forward simultaneously, as well as being self-motivated in learning and able to work well in a cohesive team environment.

Missions include:
  • Providing an excellent customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeds the customer expectations
  • Documenting bugs, writing up field notes, and capturing ideas and requirements that will improve our products and services
  • Providing support for crucial, time-sensitive issues for broadcast customers
  • Following standard CS practices/processes in analyzing situations and/or leverages pre-existing information to solve problems
  • Providing configurations, troubleshooting and best practices to customers
  • Updating support cases regularly to record the progress of calls in call tracking system, documenting technical solutions
  • Reproducing customer issues in replication lab and qualify escalations with product leads as defined in Avid support policies
  • You have 2 to 5 years Customer Support Experience
  • You have extensive experience and troubleshooting skills in UNIX, Mac OS X, Windows Operating Systems
  • You love customers! You are good at understanding them better than they do, at anticipate their future needs, and you are energized by making customers happy and successful
  • You are a good problem-solver: you know how to define a problem, collect data, establish facts and draw valid conclusions
  • You are able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • You can do limited travel and work night and weekend shifts
  • Knowledge of Avid Products is a substantial plus
  • Speaking additional languages at a professional level is a substantial plus
  • Ideally, you have a background in the Broadcast / News industry (edit, storage, ingest, playout, News, asset management)
About Avid
From the most prestigious, award-winning productions, to music and movies made at home, Avid creates the technology that people use to make the most listened to, most watched and most loved media in the world. Industry leading solutions include Pro Tools®, Media Composer®, Avid|Nexis®, ISIS®, Interplay®, and Sibelius®. Our digital audio and video solutions continue to revolutionize the art of creative storytelling and have earned us hundreds of awards, including two Oscar® statuettes, a Grammy®, and 16 Emmys®.
At Avid, every role has a significant impact and is an integral part of realizing our mission - create the most powerful and collaborative media network to enable the creation, distribution, and monetization of the most inspiring content in the world.

Work Location
Remote USA

Market Title
Customer Care Expert

Job Category
Global Customer Solutions and Services - Customer Care

Work Country
United States



Full or Part Time
Full Time
special offer