Avid
From Avid's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
Please note this role is to be performed remotely (100% home office) as a night shift, to ensure alignment to EST time zone.
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.
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
At Avid, every role has a significant impact and is an integral part of realizing our mission. Avid Customer Care is responsible for the provision of high quality technical and operational support for our software and solutions. Avid has a product range from low-end host based to high-end infrastructure solutions, including dedicated mixing surfaces, video editing, music production, postproduction, 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 both Post and Video Production customer bases.
Please note this role is to be performed remotely (100% home office) as a night shift, to ensure alignment to EST time zone.
Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production
Work within a global support team covering 24x7x365 operations
Able to write effective handoff from shift-to-shift for support issues
Provides proactive patch/upgrade planning including version compatibility
Creates and manages support cases in Avid’s case management system as appropriate
Reproduces and logs bugs as required
Engages additional specialized Avid resources when needed
Follows up on customer issues with appropriate Avid internal groups
Liaises with appropriate Avid management on a periodic basis to ensure visibility
Adheres to Avid’s relevant contractual SLAs (Service Level Agreements)
You have a passion for Avid technology and expert knowledge of Avid solutions.
You have expert knowledge of post-production workflows.
You have experience in the Media Industry (Production and Post-Production)
You are a mature technology professional with exemplary judgment and business acumen.
You will own customer issues, from start to finish.
You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet.
You are self-starter who is comfortable with taking the initiative.
Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge.
You will rely on your resources and your team and quickly research a response.
BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing
Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management preferred
Knowledge of post-production workflows, terminology, and equipment a plus
Broadcasting experience a plus, but not a requirement
Knowledge about network architecture and troubleshooting required
Knowledge about Linux shell and computer programming is a plus.
Excellent English verbal and written communication skills required; second language is a plus
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#LI-Remote
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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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