Spécialiste en assistance technique, ShotGrid |Technical Support Specialist

1 month ago

Portland, United States Autodesk Full time

Job Requisition ID #

21WD51535

Présentation du poste

Nous recrutons un(e) spécialiste en assistance technique qui rejoindra notre équipe de passionnés de la technologie, afin d’aider nos clients à profiter au mieux de leurs produits Autodesk. Vous aimez résoudre des problèmes et aider votre prochain? L’expérience client est un sujet qui vous passionne? Vous connaissez bien le logiciel ShotGrid (anciennement appelé Shotgun) proposé par Autodesk? Si vous avez répondu oui à toutes ces questions, nous serions ravis de faire votre connaissance Vous serez chargé(e) de résoudre les problèmes client signalés à Autodesk via différents canaux et de les documenter dans notre base de connaissances. Vous pourrez également participer à différentes activités d’assistance proactive, notamment en préparant et animant des webinaires ou des présentations lors d’événements organisés par l’entreprise, comme Autodesk University.

Responsabilités

  • Répondre à des demandes d’assistance envoyées par nos clients et partenaires

  • Gérer les priorités et faire remonter des problèmes techniques, veiller au respect des accords de niveau de service

  • Mener des analyses des causes profondes pour limiter les risques de récurrence

  • Faire remonter les problèmes des clients aux cadres supérieurs, selon les besoins

  • Rechercher, vérifier et documenter les problèmes relatifs aux produits

  • Gérer activement les retards personnels dans les demandes d’assistance

  • Documenter les interactions d’assistance dans un système de gestion des cas à l’échelle de l’entreprise

  • Gérer les attentes des clients en donnant des nouvelles ponctuelles sur l’avancement

  • Respecter un calendrier défini pour prendre en charge nos diverses modalités d’assistance, y compris le clavardage en direct, les appels téléphoniques et les courriels

Exigences minimales

  • Baccalauréat ou diplôme équivalent en effets visuels, en animation, en jeux ou dans un domaine connexe

  • Expérience professionnelle sur des projets utilisant ShotGrid ou d’autres solutions de gestion de projets créatifs. Une expérience avec les produits de création de contenu Autodesk serait un plus

  • Bonne compréhension des processus et flux de travail du secteur de la production

  • Capacité éprouvée à prendre en charge un problème : dépannage, puis résolution ou limitation du problème

  • Excellent esprit d’équipe

  • Excellentes compétences de communication orale et écrite en anglais, d’autres langues seraient un plus

  • Capacité démontrée à faire preuve de souplesse et à apprendre rapidement au sein d’un environnement évoluant rapidement

La personne idéale

  • Axée sur le client : établir de solides relations avec les clients et offrir des solutions axées sur le client, en faisant preuve d’empathie et de sens du détail

  • Déterminée : prendre des décisions à la fois rapides et pertinentes. Clarifier les tâches, établir les priorités et prêter attention aux détails pour garantir que le travail est effectué en temps voulu et avec une grande qualité

  • Responsable : veiller à ce que les engagements soient respectés, par vous-même comme par les autres

  • Dynamique : gérer les nouvelles occasions et les défis difficiles avec un sentiment d’urgence, une grande énergie et de l’enthousiasme

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 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.

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) .

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