Autodesk
Autodesk
Postuler

Position Overview

We are hiring a Technical Support Specialist to join our team of Media & Entertainment enthusiasts assisting customers to get the best out of their Autodesk products. Do you enjoy solving production problems and helping others create an impact? Are you passionate about the customer’s experience within the production pipeline? Are you familiar with Autodesk’s ShotGrid (formerly known as Shotgun) software, and understand the post-production environment? Then we would like to hear from you!

You will be responsible for resolving customer issues reported to Autodesk via various modalities and documenting them in our Knowledge Base. You will be engaging with multiple film, animation, and game studios to support their creative endeavors. You may also engage in a variety of proactive support activities, developing and presenting webinars, or speaking at company events like Autodesk University. Additionally, you will keep normal working hours without crunched deadlines.

Responsibilities

Respond to support requests from our customers and partners

Priority handling and escalation of critical issues and monitoring of service level compliance

Perform root cause analysis to mitigate reoccurrence

Escalate customer issues to senior staff as required

Research, verify, and document product issues

Actively manage personal backlog of support requests

Document support interactions in a company-wide case management system

Manage customer expectations by providing timely updates on progress

Abide by a set schedule to accommodate our variety of support modalities including Live Chat, Phone calls and emails

Able to own regular cases and projects assigned to you for a reliable workload.

Minimum Qualifications

Bachelor’s degree or equivalent in Film, VFX, Animation, Game, or related field

Working experience on projects using ShotGrid or other creative production management solution. Experience with Autodesk Media & Entertainment products will be a bonus

Good understanding of workflow process within the post-production industry

Demonstrable ability to “own” the problem - troubleshoot, and solve or mitigate the problem

Exceptional team player and collaboration skills

Strong verbal and written English communication, other languages a plus

Proven ability to be flexible and learn quickly in a fast environment

Experience working within a Film, VFX, Animation, or Game studio a plus

The Ideal Candidate

Customer-focused : Building strong customer relationships and delivering customer-centric solutions with empathy and attention to detail

Decisive : Making good and timely decisions. Clarifying assignments, prioritizing work, and attending to detail to ensure work is done in a timely and quality manner

Accountable : Holding yourself and others accountable to meet commitments

Action Oriented : Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

Reliable : Available to work a consistent weekly schedule during normal business hours

  • Contract and Full Time Opportunities available