Spécialiste En Assistance Technique, Shotgrid |technical Support Specialist - Shotgrid

Technical Support Specialist

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

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.