Customer Administration I

Philippines (PHC1) Avid Philippines; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

Philippines (PHC1) Avid Philippines is seeking a Webstore Support representative to assist customers worldwide with their Avid product inquiries. You will handle questions regarding billing, order placements, and return processing.

The ideal candidate needs to have at least one year of customer support experience, strong communication skills, and a commitment to providing excellent service.

This role may require working on shifting schedules. Avid is committed to diversity and inclusion in the workplace.

Qualifications

• At least one year of proven customer support experience.
• Strong eCommerce online support experience preferred.
• Fluency in written and oral English required.

Responsibilities

• Provide support to customers worldwide with Avid products.
• Assist customers with billing and order placement.
• Handle cancellation, returns, and refunds.
• Creating knowledge-based content for online support.

Skills

Online support experience

Customer service skills

Multitasking

Time management

Problem-solving skills

Attention to detail

English proficiency

Tools

Helpdesk software

Remote support tools

MS Office

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world.

Job Summary

Avid Webstore (Online) Support is responsible for helping customers worldwide with questions on Avid products and promos, assisting with concerns related to billing, placement of orders, and processing of returns and refunds on any of the products sold on the online store. Working in association with our Licensing, Registration and Entitlements (LRE) Team, this individual will ensure consistency of support standards throughout our customer base and report to the Team Leader in the Global Customer Care team.

Responsibilities and Duties

• Providing support to customers worldwide as a liaison, offering product information and resolving purchase and post-purchase transaction issues.
• Identifying customer needs and helping them complete purchases on the online store.
• Assisting with customer concerns on billing and credit card transactions.
• Handling cancellation, returns, and refund transactions.
• Creating knowledge‑based content for online support.
• Answering questions about products, warranties, or terms of sale.
• Ensuring customer satisfaction and delivering professional support.
• Responding to queries promptly and accurately via web submissions, chat, and/or phone.

Skills

• Passion for Avid technology with some online support experience.
• Ability to own customer issues from start to finish.
• Readiness to tackle challenges when the answer is not immediately known.
• Resourceful and quick at researching responses with team support.
• Strong multitasking, prioritization, and time‑management abilities.
• Patience in handling difficult customers and complex cases.
• Skill in asking direct, relevant questions to uncover root causes; detail oriented.
• Capacity to identify pain points and interpret trigger statements.
• Discerning when to escalade and report issues.
• Willingness to learn continually, share advice, and contribute to knowledge sharing.
• Proactive solution seeking and task ownership.

Qualifications

• At least one year of proven customer support experience (mandatory).
• Strong eCommerce online support experience (preferred).
• Experience with helpdesk software and remote support tools (preferred).
• Above‑average proficiency in MS Office.
• Fluency in written and oral English.
• Willingness to work on shifting schedules (mandatory).
• Excellent communication and problem‑solving skills (mandatory).

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.