Customer Administration I

Customer Administration I - Remote

Avid is seeking a passionate and customer-focused individual to join our Global Customer Care team as a Customer Administration I. This is a permanent, remote position based in the Philippines, offering an exciting opportunity to support creators worldwide.

About Avid

Avid provides the technology and collaborative tools that empower creators to produce inspiring content, from feature films and television programs to music recordings and live concerts. We are dedicated to helping the world's leading visionaries bring their ideas to life. Learn more at www.avid.com.

About the Role

As a Customer Administration I, you will be a key member of the Avid Webstore (Online) Support team. You will be responsible for assisting our global customer base with inquiries related to Avid products, promotions, billing, order placement, and processing returns and refunds for items purchased through our online store. You will work closely with our Licensing, Registration and Entitlements (LRE) Team to ensure consistent support standards. This role reports to a Team Leader I.

Key Responsibilities

• Provide world-class support to customers via web submissions, chat, and phone.
• Act as a liaison, offering product information and resolving issues related to purchase and post-purchase transactions.
• Identify customer needs and guide them through the online store purchasing process.
• Assist customers with billing and credit card transaction concerns.
• Process customer requests for cancellations, returns, and refunds.
• Contribute to the creation of knowledge-based content for Online Support.
• Answer questions regarding products, warranties, and terms of sale.
• Ensure customer satisfaction through professional and timely support.
• Maintain consistency of support standards in collaboration with the LRE Team.

Requirements

• A passion for Avid technology and experience with online support.
• Proven customer support experience (minimum 1 year).
• Strong problem-solving and communication skills.
• Detail-oriented with the ability to ask direct and relevant questions.
• Patience and resilience when handling challenging customer interactions.
• Ability to multitask, prioritize, and manage time effectively.
• Proactive in seeking solutions and taking ownership of tasks.
• Willingness to learn, share knowledge, and collaborate with the team.
• Proficiency in MS Office.
• Fluency in English (written and oral).
• Willingness to work on shifting schedules.

What We Offer

• A permanent, remote position.
• The opportunity to work with a leading company in the media and entertainment industry.
• A collaborative and supportive team environment.
• The chance to contribute to empowering creators worldwide.