Customer Support Expert

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.

Responsibilities:

Provides technical/operational support for Avid Servers and Graphics products to customers worldwide.
Deliver advanced-level support to Avid's Customers, Partners, and Professional Services field staff, occasionally traveling to customer sites, resellers, or other Avid offices where necessary.
Provides telephone and web-based technical support using Avid's chosen Customer Relationship Management (CRM) suite of support tools.
Follow and develop Avid's standardized CS practices/processes in analyzing situations or leveraging pre-existing information to solve problems.
Process Return to Manufacturing Authorizations (RMA) where necessary.
Exercise and demonstrate sound judgment to determine the most appropriate action in critical situations.
Interact with management and senior customer personnel on matters that may require coordination across organizational lines.
Utilize Avid's shared content systems, such as Avid's Knowledge Base (KB).
Build productive internal/external working relationships with 3rd party vendors.
Assist the sales teams in promoting Avid Products and Support Offerings acting in the capacity of Product Expert.

Requirements:

Demonstrate in-depth knowledge and at least 2 years+ of experience in working with Video Servers or Graphic software, ideally with some knowledge of Avid Graphics/Servers solutions.
Ability to demonstrate technical troubleshooting skills.
Excellent customer focus and strong communication skills.
Ability to build relationships quickly with internal and external stakeholders.
Passion for Avid products and a desire to help customers succeed.
English is a must, with any additional language skills like German/French/Spanish being a benefit.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!