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Position Overview
We are hiring a Technical Support Specialist to join our 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 familiar with Autodesk's ShotGrid (formerly known as Shotgun) software? Then we would like to hear from you! You will resolve customer issues reported to Autodesk via multiple modalities and documenting them in our Knowledge Base. You may also engage in multiple proactive support activities, presenting webinars, or presenting at company events like Autodesk University. This is a remote role reporting to the Manager of Technical Support.
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 recurrence
- Escalate customer issues to senior staff
- Research, verify, and document product issues
- Manage personal backlog of support requests
- Document support interactions in a company-wide case management system
- Manage customer expectations by providing updates on progress
- Abide by a set schedule to accommodate our variety of support modalities including Live Chat, Phone calls and emails
Minimum Qualifications
- Bachelor's degree or equivalent in VFX, Animation, Games, or related field
- Working experience on projects using Shotgrid or other creative project management solution. Experience with Autodesk Content Creation products would be an added bonus
- Good understanding of workflow process in the production industry
- Demonstrable ability to "own" the problem - troubleshoot, and solve or mitigate the problem
- Exceptional team player skills
The Ideal Candidate
- Customer-focused: Building strong customer relationships and delivering customer-centric solutions with empathy
- Making good decisions. Clarifying assignments, prioritizing work and attending to detail to ensure work is done
- 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
- A Nimble Learner: Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunities
- A Team Player: Building partnerships and working collaboratively with others to meet shared objectives
- Value differences recognizing the value that different perspectives and cultures bring to an organization
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting
https://benefits.autodesk.com/
Salary transparency
Equal Employment Opportunity
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.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:
https://www.autodesk.com/company/diversity-and-belonging
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