Technical Support Specialist, ShotGrid

Job Requisition ID # 23WD69369 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 be responsible for resolving customer issues reported to Autodesk via various modalities and documenting them in our Knowledge Base. You may also engage in a variety of proactive support activities, developing and presenting webinars, or presenting at company events like Autodesk University. 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 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 Strong verbal and written English communication, other languages a plus Proven ability to be flexible and learn quickly in a fast environment 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 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 Valuing Differences Recognizing the value that different perspectives and cultures bring to an organization #LI-POST #LI-KH1 Click below to learn more about our benefits in the US. https://benefits.autodesk.com/ 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. Salary is one part of Autodesk’s competitive package. For U.S.-based roles, we expect a starting base salary between $51,000 and $88,000. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. 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! Not quite ready to apply? Join our talent community to stay up to date on new job opportunities and the latest Autodesk news.

Salary : $51,000 - $88,000