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About the Role
Job Summary
Avid Technology is looking for a Technical Support Expert to join our team based in Canada. This role requires a balance of technical skills and customer care expertise to help drive the success of Avid’s largest customers. As a Technical Support Expert you will provide an excellent customer experience by anticipating and resolving issues in a manner that exceeds expectations.
Responsibilities and Duties
- 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 troubleshooting analysis and solutions found.
- Adhering to Avid’s contractual Service Level Agreements (SLAs).
- Serving as the customer's primary point of contact and owning customer issues from start...
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