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en assistance technique, ShotGrid |Technical Support Specialist
2 months ago
**Job Requisition ID #**
21WD51535
**Prsentation du poste**
Nous recrutons un(e) spcialiste en assistance technique qui rejoindra notre quipe de passionns de la technologie, afin daider nos clients profiter au mieux de leurs produits Autodesk. Vous aimez rsoudre des problmes et aider votre prochain? Lexprience client est un sujet qui vous passionne? Vous connaissez bien le logiciel ShotGrid (anciennement appel Shotgun) propos par Autodesk? Si vous avez rpondu oui toutes ces questions, nous serions ravis de faire votre connaissance Vous serez charg(e) de rsoudre les problmes client signals Autodesk via diffrents canaux et de les documenter dans notre base de connaissances. Vous pourrez galement participer diffrentes activits dassistance proactive, notamment en prparant et animant des webinaires ou des prsentations lors dvnements organiss par lentreprise, comme Autodesk University.
**Responsabilits**
+ Rpondre des demandes dassistance envoyes par nos clients et partenaires
+ Grer les priorits et faire remonter des problmes techniques, veiller au respect des accords de niveau de service
+ Mener des analyses des causes profondes pour limiter les risques de rcurrence
+ Faire remonter les problmes des clients aux cadres suprieurs, selon les besoins
+ Rechercher, vrifier et documenter les problmes relatifs aux produits
+ Grer activement les retards personnels dans les demandes dassistance
+ Documenter les interactions dassistance dans un systme de gestion des cas lchelle de lentreprise
+ Grer les attentes des clients en donnant des nouvelles ponctuelles sur lavancement
+ Respecter un calendrier dfini pour prendre en charge nos diverses modalits dassistance, y compris le clavardage en direct, les appels tlphoniques et les courriels
**Exigences minimales**
+ Baccalaurat ou diplme quivalent en effets visuels, en animation, en jeux ou dans un domaine connexe
+ Exprience professionnelle sur des projets utilisant ShotGrid ou dautres solutions de gestion de projets cratifs. Une exprience avec les produits de cration de contenu Autodesk serait un plus
+ Bonne comprhension des processus et flux de travail du secteur de la production
+ Capacit prouve prendre en charge un problme : dpannage, puis rsolution ou limitation du problme
+ Excellent esprit dquipe
+ Excellentes comptences de communication orale et crite en anglais, dautres langues seraient un plus
+ Capacit dmontre faire preuve de souplesse et apprendre rapidement au sein dun environnement voluant rapidement
**La personne idale**
+ Axe sur le client : tablir de solides relations avec les clients et offrir des solutions axes sur le client, en faisant preuve dempathie et de sens du dtail
+ Dtermine : prendre des dcisions la fois rapides et pertinentes. Clarifier les tches, tablir les priorits et prter attention aux dtails pour garantir que le travail est effectu en temps voulu et avec une grande qualit
+ Responsable : veiller ce que les engagements soient respects, par vous-mme comme par les autres
+ Dynamique : grer les nouvelles occasions et les dfis difficiles avec un sentiment durgence, une grande nergie et de lenthousiasme
__________________________________________________________________________
**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 customers experience within the production pipeline? Are you familiar with Autodesks 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**
+ Bachelors 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.
**Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers (Careers%20%3Ccareers@autodesk.com%3E) .**
