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Ad Description: Customer Service Engineer Post Date: 23 Apr 09



Provide first level support to Avid’s direct customer base
Provide 2nd level Support to accredited AVID Resellers and Channels Partners
Accurately record all issues and customer contact in the call tracking database (Sales Force, Foot Print), where necessary escalate issues to the Asia Pacific Escalation team in accordance with the escalation process, provide customers and the field with regular progress reports on any issue.
Monitor reseller service performance and assist as necessary to ensure end user satisfaction and problem resolution.
Assist the field and customers in identifying solutions to problems. This may require setting up and testing of customer configurations and working with the Asia Pacific Escalation Team to ensure that any bugs or problems can be reproduced. Maintain close links with the Asia Pacific escalation Team to ensure timely resolutions of all issue.
Provide out of hours support via mobile phone on a rotational basis. This service is an International provision that will necessitate support to non-Asia Pacific clients.
Provide 24-hour support via pager service where applicable.


Requirements:



Minimum 3years of customer service experience preferably in the Broadcast, Media or High Tech Industry.
Must have knowledge and experience in Character Generator to on-air graphics application & video server play out server support. A value with experience with newsroom software.
Knowledge & experience in digital non-linear editing solution preferred
High self motivated, result oriented individual with a strong drive to excel.
Degree or Diploma holder in related discipline.
Effectively bilingual in English & Mandarin is essential




ONLY OPEN TO SINGAPOREAN AND SINGAPORE PR.


If you are interested in applying for the above positions, please email your application to

hr_asia@avid.com.

Closing date for application is 30 April 2009
Location: