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Technical Support Specialist - Media & Entertainment and/or Design - Visualization
Autodesk
Munich, , Germany
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Description
Are you looking to deliver an outstanding customer support experience and help people image, design, and create a better world? Want to work with a state-of-the-art Media & Entertainment or Design - Visualization software and a dedicated, passionate team of brilliant Support specialists? We need you to analyze, problem solve, collaborate, and contribute. This could be your opportunity...
So what does a support specialist do?
You will be part of a passionate community of Technical Support specialists, where you will be the interface between the customer and our development team. You would need to understand what clients need, analyze their problems, collaborate with the rest of the Autodesk Support team and figure out the best way to communicate solutions to our users.
You need to develop a wide understanding of not just our technology, but also our business. Then you can help our users understand what's happening and what they need to do. Troubleshooting unexpected program results, reproducing issues on test files and cases, or helping customers to find a workflow.
Can you walk me through a typical day?
A typical day is spent communicating with our customers, either through support cases or forums. You will spend part of your day managing your support cases: responding to new questions, following up with customers to see how they are doing, setting up test files (for example) to reproduce client-reported issues and doing in-depth investigations of technical problems in collaboration with our development team.
In addition to your case work, you will have the chance to contribute in other ways, such as writing knowledge base or how-to articles and recording video tutorials.
What qualifications do you look for?
Ideally, we are looking for someone with experience working within a technical environment with software like Maya, 3DS Max, VRED or Alias.
You will need analytical, problem-solving and communication skills. You will have to listen to and understand client issues, analyze and diagnose symptoms, figure out workarounds and clearly explain or demonstrate solutions.
We are looking for someone who is not afraid of the technical details of software and operating systems. You don't need to be a programmer although you should be comfortable configuring software, installing plugins and running batch renders. In fact, you should like doing those kinds of things. And if you don't know something, you should be able to find the information and learn what is necessary.
What is needed for sure?
Fluent English is essential for the role. German, French, Italian or Spanish is a bonus.