Job Requisition ID #26WD99291
Position OverviewWe are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.
Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you skilled in Maya and/or 3DS Max? Are you familiar with other Autodesk Media and Entertainment (M&E) software such as Motion Builder, Mudbox, Arnold.
Using troubleshooting and communication skills, you will focus on solving issues for Autodesk customers while using Maya and/or 3DS Max. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load.
To be successful in this role, you will act with a sense of urgency to resolve customers' problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.
Responsibilities- Provide timely, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions Research, verify, and document product issues
- Manage customer expectations by providing timely updates on progress
- Actively address personal backlog of support requests
- Contribute to the unassigned case backlog by taking cases proactively
- Participate in team efforts to improve support delivery processes and strategies.
- Prioritize support between our Standard, Premium, and Enterprise Priority support offerings
Minimum Qualifications- 3+ years of experience in related field
- Knowledge of Windows, Mac OS, and Linux OS
- Scripting or programming skills (MEL, Python, PyMel)
- 5+ year's experience in the Media and Entertainment Industry
- Advanced knowledge of Entertainment & Media industry needs, pipelines, workflows, and emerging AI-assisted workflows, including familiarity with relevant toolsets
- Strong communicator and able to build relationships at all levels, taking initiative
- Consistent time management and follow through
- Demonstrated motivation to learn new skills and technologies
- Strong troubleshooting and analytical skills
- Must be flexible, decisive, self-motivated, and proactive
- Comfortable with ambiguity and working through change while driving results
- Open to training and learning new content to better assist customers
- Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities
Preferred Qualifications- Knowledge of Autodesk Motion Builder, Mudbox, and/or Arnold
- Rigging knowledge is valued, as this role will eventually support Flow Studio workflows, while Maya and 3ds Max remain the core product focus
- Language skills English, additional languages
- Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks
The Ideal Candidate- Courage: The passion to be bold and brave in one's actions to enable controlled risk-taking, promoting provoking yet respectful questions thereby delivering strong results
- Speed: We strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes
- Accountability: clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome
- Simplicity: Have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes
- Solving system-wide: When problem-solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision
- Flexibility: The world of software is constantly evolving, and that is especially true in the M&E industry. In this role, you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge
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