Global Online Customer Support Specialist

Embedded Shishya; Philippines; On-site; PHP 334,800 - 468,720; Full time

Job summary

Avid Webstore (Online) Support provides assistance to customers worldwide on Avid products, billing, order placement, returns, and refunds. The role supports a broad product range, from host‑based solutions to high‑end infrastructure, and reports to the Team Leader I in the Global Customer Care team.

This position emphasizes customer satisfaction, timely responses via web submissions, chat, or phone, and collaboration with the support team to resolve issues efficiently.

Qualifications

• At least 1 year of proven experience as a Customer Support agent.
• Experience in eCommerce online support is a plus.
• Experience with helpdesk software and remote support tools is a plus.
• Above-average skills in MS Office.
• Fluency in English (written and oral).
• Willingness to work shifting schedules.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide support to customers globally, acting as a liaison for product information and post-purchase transaction issues.
• Identify customer needs and assist with completing purchases on the online store.
• Address billing and credit card transaction concerns.
• Handle cancellation, returns, and refunds transactions.
• Create knowledge-base content for online support.
• Respond to product, warranty, and terms of sale questions.
• Ensure customer satisfaction through professional support.
• Answer customer queries promptly via web submissions, chat, and/or phone interactions.

Skills

Customer empathy

End-to-end ownership

Adaptability

Research skills

Time management

Patience

Questioning skills

Root-cause analysis

Escalation skills

Willing to learn

Solution minded

Tools

Helpdesk software

Remote support tools

MS Office

Job description

Avid Webstore (Online) Support provides assistance to customers worldwide on Avid products, billing, order placement, returns, and refunds. The role supports a broad product range, from host‑based solutions to high‑end infrastructure, and reports to the Team Leader I in the Global Customer Care team.

This position emphasizes customer satisfaction, timely responses via web submissions, chat, or phone, and collaboration with the support team to resolve issues efficiently.