rma specialist, Customer careAvid Technology

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RMA Specialist, Customer Care
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
To learn how Avid powers greater creators or for more information, visit .
JOB SUMMARY
The aim of the Customer Care team is to provide our customers with an exceptional support experience that drives efficient resolution of technical issues.
The RMA Specialist is a key member of our team responsible for working closely with Customer Care technical experts, the operations team, a variety of other internal organizations, as well as the customer. You will be in a unique position to really impact the customer experience in a positive way.
The RMA Specialist should have a passion for hardware, technology, organization, and accuracy. They should have a minimum of 2 years' experience in customer service, ideally with handling any hardware returns, replacements, or related fields. Responsible for being the bridge between the technical specialist who diagnoses a hardware fault and the fulfillment team who provides a replacement or repair, the RMA Specialist will execute different process elements to get the appropriate equipment to the customer without delay on the outbound reverse logistics cycle. On the inbound cycle, the RMA Specialist will ensure that RMAs and cases are closed properly and would also follow up as needed directly with the end user. Ideally the RMA Specialist candidate would be familiar with Avid hardware to the component level, as well as spares inventory systems.
We are looking for best-in-class technicians that can process returning of defective equipment and will serve as an RMA Specialist.
This role will also be trained to providing support to our customers from all around the world in the areas of licensing, products registration (predominantly for Avid audio products), account administration and online store.
RESPONSIBILITIES AND DUTIES
RMA Generation
oWork with GCC to generate accurate RMAs and cases in Salesforce
oLiaise with operations team on inventory levels, availability and fulfillment
oUpdate related Salesforce cases and RMAs accurately
oUtilize all available technical resources to assure appropriate component selection
oProvide expert advice on hardware to GCC
oUnderstand the entire RMA process including all variants
oWork directly with the end user as needed to fulfill the reverse logistics process
oAct as RMA expert in GCC (after 6 months)
Communication & Follow Up
oEnsure all stakeholders are notified of RMA status
oNotify appropriate internal parties regarding any failure trends
oCommunicate with other teams regarding RMAs on behalf of GCC
oContact the end user as needed throughout the process
oProvide suggestions to improve RMA process and procedure
Training
oCreate knowledge assets what will build GCC hardware expertise
oProvide basic RMA training to new GCC personnel as needed
QUALIFICATIONS & SKILLS
-Minimum of at least two years' experience in customer service, preferably handling RMAs for technology products.
-Good written and verbal English communication skills.
-Must possess excellent attention to detail, and outstanding organizational skills.
-Passionate about our customers and has strong commitment to provide the customer with a world- class support experience.
-Strong interpersonal skills, curious, fast learner.
-Experience with and knowledge of Avid hardware is very desirable.
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