Technical Support Specialist

Job Requisition ID #24WD75580Position OverviewWe 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 resolve customer issues reported to Autodesk via multiple modalities and documenting them in our Knowledge Base. You may also engage in multiple proactive support activities, presenting webinars, or presenting at company events like Autodesk University. This is a remote role reporting to the Manager of Technical Support.ResponsibilitiesRespond to support requests from our customers and partnersPriority handling and escalation of critical issues and monitoring of service level compliancePerform root cause analysis to mitigate recurrenceEscalate customer issues to senior staffResearch, verify, and document product issuesManage personal backlog of support requestsDocument support interactions in a company-wide case management systemManage customer expectations by providing updates on progressAbide by a set schedule to accommodate our variety of support modalities including Live Chat, Phone calls and emailsMinimum QualificationsBachelor's degree or equivalent in VFX, Animation, Games, or related fieldWorking experience on projects using Shotgrid or other creative project management solution. Experience with Autodesk Content Creation products would be an added bonusGood understanding of workflow process in the production industryDemonstrable ability to "own" the problem - troubleshoot, and solve or mitigate the problemExceptional team player skillsThe Ideal CandidateCustomer-focused: Building strong customer relationships and delivering customer-centric solutions with empathyMaking good decisions. Clarifying assignments, prioritizing work and attending to detail to ensure work is doneAccountable: Holding yourself and others accountable to meet commitmentsAction Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasmA Nimble Learner: Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunitiesA Team Player: Building partnerships and working collaboratively with others to meet shared objectivesValue differences recognizing the value that different perspectives and cultures bring to an organizationLearn MoreAbout AutodeskWelcome 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!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $53,300 and $91,850. 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.Equal Employment Opportunity 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.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).