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Avis is looking for best-in-class technicians that can process returning of defective equipment and will serve as an RMA Specialist. The RMA (Return Merchandise Authorization) 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 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 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 in order 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.

RESPONSIBILITIES AND DUTIES

RMA Generation

• Work with GCC to generate accurate RMAs and cases in Salesforce
• Liaise with operations team on inventory levels, availability, and fulfillment
• Update related Salesforce cases and RMAs accurately
• Utilize all available technical resources to assure appropriate component selection
• Provide expert advice on hardware to GCC
• Understand the entire RMA process including all variants
• Work directly with the end user as needed to fulfill the reverse logistics process
• Act as RMA expert in GCC (after 6 months)

Communication & Follow Up

• Ensure all stakeholders are notified of RMA status
• Notify appropriate internal parties regarding any failure trends
• Communicate with other teams regarding RMAs on behalf of GCC
• Contact the end user as needed throughout the process
• Provide suggestions to improve RMA process and procedure

Training

• Create knowledge assets what will build GCC hardware expertise
• Provide basic RMA training to new GCC personnel as needed

QUALIFICATIONS & SKILLS

• Minimum of at least two years’ experience in customer service, preferably handling return merchandise 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

WHAT TO LOOK FORWARD TO?

• Join a global team and experience a dynamic, collaborative work environment that fosters innovation and growth.

• Hybrid work model offering flexibility to balance work and life.

• Access to development programs with strong support and mentoring to help you grow and advance within the company.

• Equal opportunity employer committed to diversity, inclusivity, and creating a welcoming environment for all employees.

• Attractive benefits package including health & life insurance, referral rewards, and generous leave policies to ensure a healthy work-life balance.

Think this role is a good fit for you? Apply now!

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 recordings and live concerts.
To learn how Avid powers greater creators or for more information, visit www.avid.com.

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