Junior Support Specialist
4 weeks ago
**Junior Support Specialist - 3D Workflows**
Support Los Angeles, California Minimum Experience **Entry-level** * Assist second & third line support with reproduction of complex cases
* Write and share knowledge via customer focussed knowledge base articles
* Manage customer returns for faulty hardware
* Interact with members of the team and clients via Slack, Service Cloud, email and phone to aid in support for all disguise product range
* Prioritise incoming support cases, and escalate critical cases
* Aid other Support technicians with on-site support visits
* Work with the Development & Q&A teams - feedback and logging of software issues
* Assist the Sales & Support team with Demo setups and events/trade shows.
* Server Prep for Sales / Demos / Issue Re-productions
* Continually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver
* Have the opportunity to deliver training
* Be online one weekend in every 6-8 weeks, followed by a 4 day weekend off work the following week
* Experience with media servers
* Experience *either* using at least one of the following products; d3 *or* a content creation platform such as Unreal Engine, unity, notch
* Experience with 3D workflows (visualizations, animations or design)
* Software experience in at least one of the following: blender, after effects, photoshop
* Experience with the UV mapping process
* Experience with one of the following industries; music, live events, projection OR entertainment
* Experience providing technical support
* Experience troubleshooting
* You will have excellent attention to detail, to enable you to log processes and capture data accurately
* You will have clear communication, both verbal and written, to interact with both customers and the internal teams at disguise
* You will enjoy problem solving with a curious and inquisitive mind, to investigate a technical issue and get to the heart of the problem
* You will be collaborative, working with the support team to resolve complex issues, as well as knowledge share
* You will have the ability to remain calm under pressure when dealing with complex time critical issues
* You will be a self motivated person, able to managing changing priorities and work with a global customer base
* You will have a zest for learning and knowledge, learning yourself as well as teaching others
* You will be passionate to expand your knowledge
* You will have the resilience to keep experimenting
* LTIP scheme - disguise is aiming for $1bn 'unicorn' valuation in 2025, which would mean a payout to ALL employees (representing between 3 month and 2 years worth of salary)
* Salary - reviewed every twelve months w/ equal pay for equal work, and proactive pay increases for growing responsibilities
* Above and beyond gift voucher awards
* Long service rewards (3, 5, 10+ years)
* Gig allowance - 400 on tickets every year
* Flexible hours - some people start work at 10am , and others begin at 7am and finish earlier. Create a pattern that works for your team and for you
* Hybrid working between home and our offices
* Enhance holiday entitlement - 20% above the statutory
* Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
* Mental health and wellbeing - subscription to the calm app, weekly desk-yoga and mental health first-aid buddies
* Healthcare cash back plans & employee assistance programmes
* Fresh fruit
* Training
* Coaching & mentoring
Location Los Angeles, California Minimum Experience Entry-level
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