We're committed to bringing passion and customer focus to the business.
JOB SUMMARY
Avid Technology is looking for a Technical Support Expert to join our team based in Canada. This is a great opportunity for someone with a balance of technical skills and customer care expertise to help drive the success of some of Avid’s largest customers.
At Avid, our vision is to empower the connection between content creators and consumers for the joy and enlightenment of people everywhere. As a Technical Support Expert at Avid, your responsibility is to provide an excellent customer experience for our clients by anticipating and resolving customer challenges or issues in a manner that exceeds customer expectations. The successful candidate is energized by making customers happy and is driven to create success in challenging situations through creative problem solving, communication, and persistence.
RESPONSIBILITIES AND DUTIES
About the Role
Providing technical support for Avid's news production solutions, predominantly Media Central | Newsroom Management and related products to customers in the professional broadcast segment and resellers.
Managing support cases through web-based submissions and via phone for emergency level issues.
Documenting your troubleshooting analysis and solutions found.
Adhering to Avid's contractual SLAs (Service Level Agreements).
You will serve as the customer's primary point of contact.
You will own customer issues, from start to finish.
About You
You have a passion for technology.
You are keen to learn workflow and how the Media Central | Newsroom Management system integrates with other components in Avid's Media Central Product range.
You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability think on your feet.
You are self-starter who is comfortable with taking the initiative.
Sometimes you won't know the right answer, but you're the kind of person who is always up for the challenge.
You'll rely on your resources and your team and quickly research a response.
QUALIFICATIONS
BA (hons) or BSc (Hons) in Computer Science, Engineering, Digital Media Production, Video and Streaming Technology, Film and Video Production (or similar).
You possess a high degree of computer literacy including knowledge on Virtual Machines
Knowledge of Red Hat/CentOS/Ubuntu Linux distributions and computer programming is required - so you are confident in working with command line based OS / applications
Knowledge of network architecture, OSI models, cabling, Ethernet, Internet Protocol is a plus.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!