Technical Support Specialist

Technical Support Specialist - Media & Entertainment (M&E) page is loaded Technical Support Specialist - Media & Entertainment (M&E) Apply locations Seoul, KOR time type Full time posted on Posted Yesterday job requisition id 24WD76383

Job Requisition ID #

24WD76383

직무 내용

Autodesk Media & Entertainment (M&E) 제품에 대한 기술적인 문제 해결 , 솔루션 , 지침을 제공하여 고객과 적극적으로 교류함으로써 , 제품을 최대한 활용할 수 있도록 도와주는 기술 지원 전문가팀과 함께할 인재를 채용하고 있습니다 .

• 문제를 해결하고 다른 사람을 돕는 것을 좋아하십니까 ?

• 고객 경험 증대에 대한 열정이 있습니까 ?

• 3ds Max, Maya, Arnold, ShotGrid, Alias, VRED 또는 이에 상응하는 소프트웨어에 익숙하십니까 ?

기술 지원 팀에 속하며 , 전화 , 채팅 , 웹 , 온라인 포럼 및 기타 채널을 통해 보고된 고객 문제를 해결하는 중요한 역할을 합니다 . 이 외에도 , Autodesk 홈페이지에 기술 지원 문서 게시 , 기술 관련 웨비나 계획 및 발표 , 온라인 커뮤니티에서 Q&A 세션 호스팅 , Autodesk University 와 같은 회사 행사에서 발표할 수 있습니다 .

상세 역할

• 채팅 , 전화 , 웹 , 온라인 포럼 및 기타 방식을 통해 Autodesk 에 보고된 고객 기술 문제 해결

• Autodesk 고객에게 제품 기능 , 사용 등과 관련된 다양한 문제 및 질문에 대해 신속하고 친절하며 효율적인 지원을 제공

• 제품에 대한 문제를 조사하고 해결 방법을 제공하며 이에 대한 간결하고 명확한 기술 자료로 문서화

• 중요한 문제의 우선 처리 및 에스컬레이션 및 서비스 수준 규정 준수 모니터링

• 사례 관리 시스템에 지원 내역 문서화

• 고객 문제를 내부 팀으로 에스컬레이션

• 기술 지원 요청 사항 백로그를 적극적으로 관리

• 진행 상황에 대한 시기적절한 업데이트를 제공하여 고객 기대치를 관리

• 지식 기반 품질의 근본적인 개발 및 유지에 기여

• 제품 관리 및 제품 개발에 영향을 주어 제품 품질 향상

• 강력한 고객 관계를 구축하고 고객의 요구 사항에 대한 통찰력 확보

최소 자격

• Film, VFX, Animation, Game, 산업 디자인 또는 이와 유사한 학사 학위

• 5 년 이상의 업계 경험

• 3ds Max, Maya, Arnold, ShotGrid, Alias, VRED 또는 관련 소프트웨어 사용 경험

• 고객 문제를 적극적으로 처리하는 능력 , 문제 해결 및 문제를 해결 또는 완화하거나 필요한 경우 에스컬레이션하는 능

• 고객 서비스 , 문제 해결 및 분석 능력

• 팀 플레이어

• OS (Windows, Mac), Computer Network 구성 및 트러블슈팅 능력

• 기본적인 영어 의사 소통 능력

이상적인 후보자

• 고객 중심 : 고객과의 긴밀한 관계 구축 및 세부 사항에 대한 공감과 관심을 바탕으로 고객 중심의 솔루션 제공

• 명확한 의사 결정 : 시기 적절하며 올바른 결정 . 주어진 문제에 대한 정확한 판단 , 작업의 우선 순위 정의 , 세부 사항에 대한 주의를 통하여 적시에 솔루션 제공

• 책임감 : 자신 및 다른 사람들이 책임감을 가지고 약속을 이행할 수 있도록 함

• 실행 지향 : 긴박감 , 높은 에너지 및 열정으로 새로운 기회와 어려운 도전에 도전

• 민첩한 학습자 : 성공과 실패를 모두 학습 기회로 삼고 , 새로운 문제를 다룰 때 실험을 통해 능동적으로 학습

• 팀 플레이어 : 파트너십을 구축하고 다른 사람들과 협력하여 공유 목표를 달성

• 차이점에 대한 가치 부여 : 다양한 관점과 문화가 조직에 가져다 주는 가치 인식

Position Overview

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. -someone to actively engage with Autodesk customers from the Manufacturing community by providing technical troubleshooting, solutions, and guidance for Media & Entertainment (M&E) products.

• Do you enjoy solving problems and helping others?

• Are you passionate about customer experience?

• Are you familiar with Autodesk software like 3ds Max, Maya, ShotGrid, Alias, VRED or equivalent software tools?

Then we would like to hear from you. Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you will also engage in a variety of proactive support activities such as publishing technical articles in the Autodesk Support page, developing and presenting webinars, or presenting at company events like Autodesk University.

Responsibilities

• Resolve customer issues reported to Autodesk via chat, phone, web, online forums and other modalities

• Provide prompt, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage et

• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system

• Priority handling and escalation of critical issues and monitoring of service level compliance

• Document support interactions in a case management system

• Escalate customer issues to internal teams as required

• Actively manage personal backlog of support requests

• Manage customer expectations by providing timely updates on progress

• Contribute the fundamental development and maintenance of knowledge base quality

• Influence product management and product development to improve product quality

• Build strong customer relationships and gain insights into their needs

Minimum Qualifications

• Fluent in written and spoken Korean

• Bachelor's degree in Film, VFX, Animation, Game, industrial design, or similar

• 5 or more years of industry experience

• Experience with working with Korean customers

• Experience with 3ds Max, Maya, Arnold, ShotGrid, Alias, VRED or similar tools

• Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed

• Team player skills

• Customer service, troubleshooting, and analytical skills

• Experience with OS (Windows, Mac) configuration and troubleshooting

• Good written and verbal English communication skills

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-KC1

Learn More

About Autodesk
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

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

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Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).

Shape the world, shape your future

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

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