online community specialist[; Product experienceAvid Technology

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Online Community Specialist; Product Experience
Position Summary:
The Online Community Specialist: Product Experience is responsible for tracking customer reactions to our products, covering all our video and audio software and hardware products, including Media Composer, Pro Tools, Sibelius, Link, shared storage, SaaS solutions, and covers our various licensing models. This is done by understanding how customers come to use our products, tracking progress of adoption, tracking any expansion to additional products, tracking usage of 3rd party and competitive product workflows, and then presenting that information internally. This position provides materials used in presentations, assists with operational messaging through our communities, and provides direct support to customers through individual case creation.
The ability to recognize customer workflow issues, log them, and advocates for customers by explaining their situations in detail internally to teams is vital for success. Risk identification will be key. This person will identify moments in the product experience (PX) journey where customers find various operations difficult and make recommendations to mitigate churn.
Maintaining an accurate and current database is essential to this position, ensuring we maintain complete records that encompass all customer cohorts and account types. Working with product teams and their roadmaps, this individual will be responsible for providing consistently excellent product analytics to predict retention needs, as well as support to Avid's online communities.
Responsibilities
Understand the needs of video and audio post, music creation, and notation markets.
Understand product licensing, registration, and entitlement (LRE) across Avid.
Track customer engagements online and through support cases, specifically in areas related to product usage, limitations, feature requests, and bug reports.
Directly assist customers through a variety of channels including electronic support cases, chat, online communities, and social media.
Maintain logs of all communications relating to technical, escalation, bug issues, and feature requests.
Assist in the creation of reporting and presentation materials.
Develop and maintain appropriate technical and engagement skills through continuous learning, understanding, and documenting of customer utilization of Avid products (and interaction with multiple third-party products/partners).
Assist internal constituents, generating basic reports, spreadsheets, presentations and self-help Knowledge Base articles and videos as required.
Qualifications
A minimum of 1-year of experience in a database specialist/operational capacity or equal Technical/Community Support skills.
Excellent written and verbal communication skills in the English language.
Ability to work to tight deadlines, remotely, and with minimum management.
Must be diplomatic, presentable, and able to always represent the company whilst satisfying customer requirements.
Must be a good team player with both adaptability and flexibility and have initiative, good judgment and be self-motivated; strong organizational skills and able to work under pressure.
Must have empathy for the software design and management process, and a desire to help many teams understand customer usage and churn.
Ability to use standard MS Office applications (Word, Excel, PowerPoint, Outlook) and Salesforce.
Ability to use Macintosh and PC equally with excellent knowledge of Mac OS and Windows.
Community Support and/or Call Center experience a plus.
Understanding of video, audio, and/or notation concepts, techniques, and terms.
Knowledge of computer technologies, video, audio, and networking infrastructures.
Excellent technical knowledge of Avid and products especially in an inter-operational environment.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Avid Technology

Manila City, Metro Manila
Permanent
Full-time