Knowledge Content Expert

The Avid Customer Insights & Analytics team’s mission is to learn about our customers and users, understand their needs and challenges, and use that feedback to improve our products, services, support and communications. As part of the Customer Insights & Analytics team, the Self Service Solutions Team enhances and maintains our self-service platforms, including chatbots, knowledge bases, and related technologies. Our mission is to empower users with accurate, accessible, and efficient solutions to their inquiries. By leveraging innovative technologies and best practices, we aim to reduce user dependency on direct support. We strive to increase operational efficiency and customer satisfaction while driving strategy to support the Customer Care, Education, and Professional Services organizations within Avid’s Customer Team.

As the Knowledge Content Expert, you will be a key contributor to the Avid online customer experience by creating content and leveraging usage analytics to drive continuous improvement to online self-service. The Knowledge Content Expert will help develop a culture for sharing knowledge by contributing to the implementation and administration of KCS.

The ideal candidate has a passion for customer experience and self-service enablement, and has experience with Avid products, workflows, and customer base. The Knowledge Content Expert will work closely with the Knowledge Curators to create self-service content, closing gaps and maintaining documentation on the Avid Knowledge Base. Experience in scripting and storyboarding instructional videos, creating screencast videos for web distribution, and managing video content on online platforms are highly desirable skills that would enhance the candidate's profile. Working with a Customer Experience organization or in a KCS environment is a plus.

Important note: this role is Hybrid (office in Taguig City) and on a night shift (9pm - 6am) as it covers our Americas region.

Main responsibilities

• Key contributor to the implementation and ongoing management of the KCS Program
• Maintain and manage knowledge content standards, and drive development plans that closes gaps
• Work collaboratively to devise action plans to address knowledge content gaps by improving content quality or creating new content

About You

• Interpersonal skills to interact with management and project or program team members
• Strong communication, presentation, and content creation skills
• Experience with Avid products and workflows
• Strong analytical skills, problem-solving abilities and attention to detail
• Understanding of support center operations and best practices
• Technical writing and terminology standardization
• Ability to work with Subject Matter Experts to define content needs and goals

Education & Experience

• 2 - 2.5 years’ experience in a Customer Support group with a media or technology organization
• BS / BA or other degree desired
• Experience with CRM, KM, Content Management Platforms and Search technologies such as Salesforce and Coveo
• Experience scripting and storyboarding instructional videos
• Experience creating screencast videos using tools like TechSmith Camtasia for distribution on the web[HT1]
• Experience distributing video on the web using tools like YouTube
• Experience working with basic HTML5 and CSS code · Experience utilizing images for delivery on the web[HT2] · Experience with Adobe Photoshop and/or Adobe Illustrator[HT3]
• Familiarity with SEO best practice

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

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 www.avid.com.

#LI-Hybrid #L1-CE1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!