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Product Support Specialist

2 weeks ago

Camden, United Kingdom COMORO Full time

**Role: Product Support Specialist - DCC**

**Salary: £32k to £38k plus excellent Benefits**

**Location: Remote (ocassional travel to London office)**

Our clients Software solutions are used extensively for: live events, interactive installations, graphics in advertisements, and TV as well as Movies. They now seek a Product Specialist to support their customer base with enquiries about their Software Products.You will have practical experience of one or more of these: C4D, Blender, 3DS Max, Notch or Maya

**Responsibilities**

**Support & Knowledge Point - 75%**
- Provide support to the company’s user base through ticket responses.
- Be a point of knowledge within the business on the use of Industry DCCs
- Assist in the release testing cycle to ensure high quality releases.
- Work with the development team helping shape new features and providing source materials for upstream packages (modeling packages) and testing downstream outputs (bakes, compositing)

**Community Engagement & Resource Development - 15%**
- Develop product knowledge in the user base through the development of: manual material, short tutorial videos, timelapses, example projects etc.
- Engage with online social user communities (Facebook, CG Forums etc.)
- Attend and engage with meetups, industry events and tradeshows

**Personal Practice / Knowledge Advancement - 10%**
- Maintain a personal practice of creative / technical work, exploring the use of Notch and other tools
- Maintain & grow knowledge of other DCCs and how they interoperate with our client’s software packages.

**Picture of Success**
- Timely responses to customer support tickets
- Tool 'sticky-ness’ - i.e. Products are used repeatedly by new studios and customers.
- Users moving beyond basic techniques into more advanced motion graphics
- 3 month onboarded user satisfaction
- An energised and engaged user community
- Reduced support tickets for issues that should be covered by training

**Skills/Experience Requirements**
- Great interpersonal skills - this role is all about relationships
- Strong command of written and verbal English
- Either:

- **3+ years in product support in a DCC**:

- **Or, 3+ years motion graphics or VFX experience**:

- Strong 3D skills with excellent command of either C4D, Blender, 3DS Max, Notch or Maya
- Experience with some wider industry tools: Houdini, Substance Designer, After Effects, Premiere
- Demonstrable abilities in mograph, lighting, materials, rigging, physics simulations.
- Ability to travel to the UK (if based in EU)
- Highly autonomous and self motivated
- Passion for the creative industries