We are looking to hire, Customer Care Expert Media Asset Management Job at Avid
Customer Care Expert Media Asset Management Job
Australia India
Full time
About Company
so that creators might entertain, enlighten, educate, and inform the world. Technology and group collaboration solutions are created by Avid. the producers of the most inspirational movies, television shows, newscasts, sporting events, and music albums. Our customers are live shows. Job at Avid as a Customer Care Expert in Media Asset Management
The leading video editor in the business, "Media Composer," as well as Media Asset Management and Music Production tools, as well as Broadcast News production solutions that are used by the majority of the top Broadcasters in the world, are all offered by Avid.
Avid Customer Care offers market-leading operational and technical support for our Product applications and Workflow Solutions.
Job Responsibilities
The position is a full time “work from home” role – though may also require occasional travel to other Avid offices when necessary.
- To support Avid’s market leading Platform solution Media Central Cloud UX and Media Asset Management solutions, (Interplay MAM & Media Central Asset Management) as part of a WW support team.
- Follow standardized CS practices & processes in analyzing situations or leveraging pre-existing information to identify and resolve problems.
- Accurately record, respond to, and work issues relating to Avid’s Customers and Reseller network via the Avid CRM business tool to ensure SLA resolution targets are met.
- Work in conjunction with Avid’s Reseller network to ensure that End Customer satisfaction and problem resolution targets are met.
- Solve complex technical problems – including the testing of configurations and the operation of processes / workflows using Avid’s Technical Lab systems to emulate that of a Customer’s environment.
- Work as part of a WW Team to maintain and perform upgrades to Avid’s Technical Lab system in Tokyo, and to ensure that product availability and compliance is maintained.
- Work with 3rd party vendors and OEM’s as part of Avid’s “Open Eco-System” workflow methodology.
- Where necessary – Escalate and manage issues in accordance with the Avid Escalation process, providing Customers and Avid internal staff with regular progress updates as directed.
- Usage of Avid’s shared content systems, such as Avid’s Knowledge Base (KB) to not only help resolve known issues – but also to capture new solutions to problems as they are resolved.
- Engage in the handover process from the Professional Services Delivery team to CS ensuring issues from Project installations and upgrades are entered in the CRM tool and worked upon to a successful resolution.
- Assist the Avid Sales teams in the promotion of Avid Products and Support Offerings
Job Requirements
- Ideally, You will have a BA (Hons) or BSc (Hons) Qualification in Computer Science, Digital Media Production, Video and Streaming Technology, or Similar. A proven track record in providing technical support for Avid’s product portfolio and/or of a Media Asset Management System in your current Job role is also acceptable.
- You have a passion for Technology. You are also a keen problem solver, excelling at analysing and figuring out technical issues using self initiative, experience or learning.
- You must be able to demonstrate knowledge and experience of Linux/CentOS, Network architectures, OSI models, Internet Protocols and the like.
- Knowledge about Docker and Kubernetes is desirable.
- Knowledge and experience of a programming language, like C++ or similar is desirable.
- Knowledge of Avid’s CloudUX and/or Media Asset Management products is a distinct advantage, but knowledge of other vendors’ asset management systems would be acceptable.
- You are keen to learn Broadcast Workflow, and how MediaCentral | CloudUX systems forms the heart of Avid’s Media Central Product range.
- You must be able to communicate fluently and efficiently in English. Fluency in another language would also be an advantage.
- You must have a clear understanding of Customer Support delivery and be able to demonstrate such by way of examples.
- You must be able to work as part of a Worldwide team and show team player skills.APPLY NOW
