Technical Support Engineer

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...