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Spécialiste en assistance technique, Autodesk

2 months ago

Portland, Oregon, United States Autodesk Full time
Poste de Spécialiste en assistance technique

Nous recherchons un spécialiste en assistance technique pour rejoindre notre équipe de passionnés de la technologie. Vous serez chargé de résoudre les problèmes clients signalés à Autodesk via différents canaux et de les documenter dans notre base de connaissances.

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