Customer Administration I

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

Avid Webstore (Online) Support is responsible for helping customers worldwide with questions on Avid products and promos, assist with any concerns as it relates to billing, placement of orders and processing of returns and refunds on any of the products sold on the online store. Avid has a product range from low-end host based to high-end infrastructure solutions, including dedicated mixing surfaces, video editing, music production, post-production, and broadcast news.

Working in association with our Licensing, Registration and Entitlements (LRE) Team, this individual will be responsible for ensuring consistency of support standards throughout our swimlanes’ customer base.

The Avid Webstore support specialist will be reporting to Team Leader I in the Global Customer Care team.

RESPONSIBILITIES AND DUTIES

• Providing support to our customers from all around the world by acting as a liaison of sorts (may provide product information, resolve any emerging problems with purchase and post-purchase transactions.)

• Identifying customer needs and helping customers complete their purchase on the online store

• Assist with customer concerns on billing and credit card transactions

• Assist with customer requests on Cancellation, Returns & Refunds transactions

• Assist with creation of knowledge-based content for Online Support

• Answer questions about products, warranties, or terms of sale as needed

• Ensure customer satisfaction and provide professional customer support

• Responding to customer queries in a timely and accurate way, via web-based submissions, chat and/or phone interactions

SKILLS

• You have a passion for Avid technology and have some experience with online support

• You will own customer issues from start to finish

• Sometimes you will not know the right answer, but you are the kind of person who is always up for a challenge

• You will rely on your resources and your team and quickly research a response

• You can multi-task, prioritize and manage your time effectively

• You must exhibit patience when handling tough customers and/or cases

• You must possess the ability to ask direct and relevant questions to identify the underlying cause; are detail oriented.

• You can quickly identify pain points and understand trigger statements

• You must know when to escalate and report

• You are willing to learn constantly, seek and give advice, share knowledge with others.

• You are searching for solutions actively and taking ownership of tasks

QUALIFICATIONS

• Proven experience as a Customer Support agent is a must (at least 1-year experience is required)

• Strong eCommerce online support experience is a plus

• Experience using helpdesk software and remote support tools a plus

• Above average skills in MS Office

• Fluency in English a must (both in written and oral)

• Willingness to work on shifting schedules a must

• Excellent communication and problem-solving skills a must

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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