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Avid Technology Job Opportunities 2017
Customer Care Specialist Job Openings - Mumbai Maharashtra
Customer Care Specialist
Avid Technology is looking for a Customer Care Expert to join our Asia Pacific team.
This is a unique opportunity for a customer focused individual to work for the Customer Care Team who are responsible for the provision of high quality technical and operational support for Avid’s editing, infrastructure and Broadcast products.
At Avid, our vision is to empower the connection between content creators and consumers for the joy and enlightenment of people everywhere
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®.
About the Team
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.
About the Role
At Avid, every role has a significant impact and is an integral part of realizing our mission - create the most powerful and collaborative media network to enable the creation, distribution and monetisation of the most inspiring content in the world
As a Customer Care Expert at Avid, your responsibility is to work in association with field operations, sales and Avid Partners to ensure high levels of satisfaction and consistency of support standards throughout the Avid customer base globally, though predominantly in Asia Pacific
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
More specifically, you will:
Be responsible for consistently providing excellent product support to end users of Avid’s solutions, primarily Avid Interplay, iNEWS and iNEWS Command.
Provide telephone and web based technical support, using Avid’s Customer Relationship Management (CRM) suite of support tools.
Follow and develop Avid’s standardised CS practices and processes in analysing situations or leveraging pre-existing information to solve problems.
Maintain communication with the support team and management in resolving technical problems and bringing problems to the organisation's attention.
Be a point of reference for escalation and management of complex issues for the Engineering teams. 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 help resolve known issues and ensure new solutions to simple and more complex problems are captured
Engage in the handover process from the Professional Services Delivery team
Assist with reseller service performance to ensure end user satisfaction and problem resolution skills are maintained and exceeded. And build 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 as necessary.
You should have:
A comprehensive understanding of broadcast operation (Newsroom, MAM, Editorial suite and production). With at least 4 years industrial experience either in video/audio/storage engineering or an operational capacity
Be able to demonstrate in-depth knowledge and expertise of Avid Interplay, iNEWS and Command. As well as Avid products such as Media Central UX, Media Composer, ISIS/NEXIS, Airspeed and Linux, Mac OS and Windows
Have a passion for Avid products and a desire to help customers achieve success. Be customer focused with strong communication skills and the ability to build relationships quickly with internal and external stakeholders both locally & internationally
Fluency in at least 2 languages used in the APAC region. Work to tight deadlines with minimum supervision. Be a good team player, with both adaptability and flexibility.
Technical Support/Product Specialist skills. A comprehensive understanding of Video workflow and Video Post Productions. As well as knowledge of computer technologies, disk systems, video, audio and networking infrastructures.
Good educational skills, experience in holding technical trainings one on one or in groups.
In addition to meeting job qualifications, you would share our values and thrive in our culture:
Our Customer’s Success -
We enable our customers to more easily, efficiently and powerfully create value and succeed with solutions that address both their current and future needs.
Performance Excellence, Everyday -
We set a high performance standard for ourselves in everything that we do working collaboratively to do what is right over what is easy.
Creative and Open Problem Solving -
We seek unique and creative solutions to the challenges of our customers, and the industry overall,
in a smart, thoughtful, and open manner.
Energy and Effort in our Work Together -
We demonstrate a strong work ethic in all that we do; undertaken with passion, a sense of urgency, and a commitment to the tasks we have in front of us.
Personal and Collective Accountability -
We accept responsibility in our decisions and actions toward common goals aligned with the needs of our business community.
Finding Joy and Passion in All that We Do -
We participate in the Joy we bring to our community with the knowledge that what we do makes life easier and more fulfilling to our customers
As one of the leading company in India, Avid Technology offers variety of opportunities for employees to grow and make them as future leaders of the professional and disciplined. Avid Technology also gives a dynamic work environment in order to encourage employees to contribute optimally, and at the same time is able to escalate new experience and knowledge through the company programs.
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