Customer Care Expert – Media Composer

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Customer Care Expert – Media Composer
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 recordings, and live concerts.
To learn how Avid powers greater creators or for more information, visit www.avid.com.
Job Summary
Avid Technical Support provides high-quality technical and operational support for our software and solutions. Avid’s product range ranges 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 Technical Marketing and worldwide Support and Engineering/Testing Team, Resellers as well as Avid’s (international) Support, the individual will be responsible for ensuring consistency of support standards throughout the territory to assigned customer bases.
Responsibilities And Duties

• Work within a global support team covering 24x7x365 operations
• Adheres to Avid’s relevant contractual SLAs (Service Level Agreements)
• Work intimately with peers, other groups, and vendors to complete projects and maintain the environment
• Provides direct access to Avid Engineering, Product Management, Professional Services, and subject matter experts
• Support and troubleshoot systems and application issues hosted in Cloud Platforms
• Communicate technical information to non-technical personnel effectively
• Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production
• Manage the transition of technology initiatives from inception to production status
• Work with Development and Operations teams to address any issues escalated to Cloud Platforms
• Provides best practice recommendations and guidance on new implementations and support optimization
• Liaises with appropriate Avid management periodically to ensure visibility
• Engages additional specialized Avid resources such as Licensing support when needed
• Reports and tracks bugs related to software and/or hardware at Avid customer sites
• Provides proactive patch/upgrade planning, including version compatibility.
• Able to write effective handoff from shift to shift for support issues
• Reproduces and logs bugs as required
• Provides input to Product Management teams related to customer requirements
• Management of operations, including documentation, transitional technical support, systems analysis, IT training, and operational support of implemented technologies.
• Create up-to-date utilization reports for monitoring the various environments.
• Reviews weekly case backlog reports and provides prioritization to Avid on customer’s behalf
• Utilize a broad range of skills for multiple roles and responsibilities.
• Creates and manages support cases in Avid’s case management system as appropriate
• Follows up on customer issues with appropriate Avid internal groups

Skills

• You will rely on your resources and team to quickly research a response.
• You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think independently.
• You are a self-starter who is comfortable with taking the initiative.
• You will own customer issues from start to finish.
• You are a mature technology professional with good judgment and business acumen.
• Sometimes, you will not know the right answer, but you are the kind of person who is always up for the challenge.
• You have experience in providing high-end technical support to complex technology solutions.

Qualifications

• BA (Hons) or BSc in a degree such as Media, Electronics, Computing, or a relevant field.
• Exposure to or some experience with the following: Video Codecs, Postproduction and Broadcast workflows and terminology, HTML, CSS, highly desirable
• Diagram and Document all changes made throughout the change and configuration process
• Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, Asset Management, etc., a plus.
• Knowledge of Windows and MAC-OS operating systems.
• A minimum of three years of relevant experience providing high-end technical support to complex technology solutions.
• General knowledge of cloud concepts and architecture, serverless machines, containers, etc., is highly desirable but not required.
• Fluency in English, a second language, is a plus.
• Knowledge of non-linear editing solutions and technologies is mandatory.
• Knowledge about network architecture and IT troubleshooting is a plus.

Avid is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!