Customer Administration Specialist (Online Support)

About the role

Join Avid’s Global Customer Care team as a Customer Administration Specialist, providing online support for the Avid Webstore. You will assist customers worldwide with product information, order placement, billing issues, and post‑purchase transactions, ensuring a smooth and satisfying shopping experience.

Key responsibilities

• Act as the primary liaison for customers contacting the webstore via chat, email, or phone.
• Guide customers through product selection, order placement, and checkout processes.
• Resolve billing, credit‑card, cancellation, return, and refund inquiries.
• Create and maintain knowledge‑base articles for online support.
• Answer product, warranty, and terms‑of‑sale questions accurately.
• Escalate complex cases to the Licensing, Registration and Entitlements (LRE) team when necessary.

Required profile

• Passion for Avid technology and experience in online customer support.
• Ability to own issues from start to finish and research solutions independently.
• Strong multitasking, prioritisation, and time‑management skills.
• Patience and professionalism when handling challenging customers.
• Detail‑oriented with the ability to ask precise questions to uncover root causes.
• Eagerness to learn, share knowledge, and continuously improve support processes.

Required skills

What we offer

• Opportunity to work with cutting‑edge media‑creation technology.
• Collaborative environment focused on customer satisfaction.
• Professional development and knowledge‑sharing culture.