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 Title

Customer Administration I

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

• Passion for Avid technology and some experience with online support.
• Ability to own customer issues from start to finish.
• A proactive and challenging approach to problem-solving.
• Resourcefulness and ability to quickly research responses.
• Multitasking, prioritization, and effective time management.
• Patience when handling difficult customers and/or cases.
• Ability to ask direct and relevant questions to identify the underlying cause; detail-oriented.
• Quick identification of pain points and understanding of trigger statements.
• Knowledge of when to escalate and report issues.
• Willingness to learn constantly, seek and give advice, and share knowledge.
• Active solution-seeking and task ownership.

Qualifications

• Proven experience as a Customer Support agent (at least 1-year experience required).
• Strong eCommerce online support experience is a plus.
• Experience using helpdesk software and remote support tools is a plus.
• Above average skills in MS Office.
• Fluency in English (both written and oral) is a must.
• Willingness to work on shifting schedules is a must.
• Excellent communication and problem-solving skills are a must.

About This Role

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.

Diversity & Inclusion

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

Location

#LI-Hybrid #LI-RM1