Through Avid Everywhere, Avid delivers the industry's most open, innovative and comprehensive media platform connecting content creation with collaboration, asset protection, distribution and consumption for the most listened to, most watched and most loved media in the world - from the most prestigious and award-winning feature films, music recordings, and television shows, to live concerts and news broadcasts. Industry leading solutions include Pro Tools®, Media Composer®, 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 14 Emmys®.
We work tirelessly with our customers to develop the solutions and services they need to be successful – because we share their passion and talent for creating the most recognized media in the world. That’s what makes us different. That’s what makes us Avid.
Avid Customer Care is responsible for the provision of high quality technical and operational support for our Storage Suite products. Working in association with our Avid Global Services team, Sales, Engineering and our Partners, the individual will be responsible for providing consistently excellent product support to end users of Avid’s solutions.
AVID Customer Support is responsible for the provision of high quality technical and operational support, for Avid’s editing, infrastructure and Broadcast products. Working in association with field operations & Avid’s sales partners to ensure high levels of customer satisfaction and consistency of support standards to Avid’s customer base. The position focuses on providing an advanced level of support to Avid's Customers, Partners and Professional Services field staff, including occasional travel to customer sites, resellers, or other Avid offices where necessary.
- Comprehensive understanding of broadcast operation (Newsroom, MAM, Editorial suite and production).
- Comprehensive understanding of Video workflow.
- Comprehensive understanding of Video Post Productions.
- Knowledge of computer technologies, disk systems, video, audio and networking infrastructures.
- Knowledge of servicing Avid audio hardware (system installation, controllers) on-site.
- Good educational skills, experience in holding technical trainings as one-on-one or in small groups.
- Additional language skills are a plus.
- Excellent technical knowledge of Avid products especially in an inter-operational environment (Interplay, Unity and Interchange formats).
- Provide telephone and web based technical support, using Avid’s chosen Customer Relationship Management (CRM) suite of support tools.
- Follow and develop Avid’s standardised CS practices/processes in analyzing situations or leveraging pre-existing information to solve problems.
- Maintain communication with the support team and management in resolving technical problems and/or bringing problems to the organization's attention.
- Process RMA’s (Return to Manufacturing Authorisations) where necessary.
- Act as a respected point of reference for the escalation and management of complex issues to the Engineering teams in accordance with the escalation process.
- Exercise and demonstrate sound judgement to determine the most appropriate action in critical situations.
- Interact with management and senior customer personnel on matters which may also require coordination across organizational lines.
- Use Avid’s shared content systems, such as Avid’s Knowledge Base (KB) to not only help resolve known issues, but also to ensure new solutions to simple and the more complex problems are captured for future reference by others.
- Engage in the handover process from the Professional Services Delivery team.
- Assist with reseller service performance to ensure that end user satisfaction and problem resolution skills are maintained and/or exceeded.
- Build productive internal/external working relationships with 3rd party vendors and OEM’s as part of Avid’s “Open Eco-System” approach.
- Assist the sales teams in the promotion of Avid Products and Support Offerings acting in the capacity of Product Expert.
- Training of Support Staff in basic and advanced Network, Storage, Editor and Interplay and support in conjunction with the Support Manager.
- Provide out of hours support on a rotation basis might become necessary.
- A minimum of 4 years industrial experience either in a video/audio/storage engineering or operational capacity or equal Technical Support/Product Specialist skills.
- You must demonstrate in-depth knowledge and experience of at least one set of Avid products (iNews, Interplay, MAM, ISIS etc).
- You must have excellent customer focus & strong communication skills.
- You must be fluent in at least 1 European languages (Spanish preferred).
- You must have the ability to build relationships quickly with internal & external stakeholders both locally & internationally.
- You must show a passion for Avid products & a desire to help customers achieve success is critical.
- You must have Technical Support/Product Specialist skills.
- You must be able to work to tight deadlines and with minimum supervision.
- You must be a good team player, with both adaptability and flexibility.
- Comprehensive understanding of Mac OS and Windows is essential.