Autodesk Looking for Technical Support Specialist, Moxion at Bengaluru, Karnataka Full Time

22WD64769

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. This position is working from our Bengaluru office, working third shift. We are primarily working from home now, but the ability to commute to this office is a requirement of the role.

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with other Autodesk Media and Entertainment (M&E) software such as ShotGrid, Maya, 3ds Max, Moxion, or Flame Family? Do you know our Automotive products, Alias and/or VRED? Willing to build off your foundational knowledge to become an M&E powerhouse?

Using troubleshooting and communication skills, you will focus on solving issues our customers are encountering while using Moxion. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team’s knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing a caseload. Your customers will be international powerhouses in the film and TV industry, which brings a raft of interesting problems to solve. This means you’ll be tasked to challenge the status quo, think globally, and come up with world-class solutions.

To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow up to communications ensuring that your suggestions are understood and applied appropriately by the customer. You must also be resourceful. No one has ever needed to say “let me google that for you.” In fact, you are often the one to do the Googling (but with a smile instead of snarkiness).

About the Team

Global Product Support (GPS) is a dynamic team of product, industry, and workflow experts responsible for delivering exceptional support to all our customers. We provide technical guidance, analytics, thought leadership, and hands-on, root-cause problem resolution to help and inspire our customers to maximize the business value and adoption of their technology investments.

GPS is part of our Customer Success organization.

Responsibilities

Provide timely, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions

Document problems and solutions in short and clear articles for our knowledgebase

Research, verify, and document product issues

Continuous improvement through self-driven learning on software enhancements and features

Manage customer expectations by providing timely updates on progress

Actively address personal backlog of support requests

Contribute to the unassigned case backlog by taking cases proactively

Participate in team efforts to improve support delivery processes and strategies

Prioritize support between our Standard, Premium, and Enterprise Priority support offerings

Minimum Qualifications

2+ years of experience in software support

Strong written and verbal English Language skills

Knowledge of Windows and Mac OS

Strong communicator and able to build relationship at all levels, taking initiative

Demonstrated motivation to learn new skills and technologies

Strong troubleshooting and analytical skills

Must be flexible, decisive, self-motivated and proactive

Comfortable with ambiguity and working through change while driving results

Open to training and learning new content and software to better assist customers

Excellent Team player, enjoying supporting and interacting with other members of a global, team with shared responsibilities

Ability to work on-call shifts, including rotating weekend shifts

Preferred Qualifications

Knowledge of QTake

Experience in Information Technology or Computer Science

Knowledge of the film and television industry, with experience in film production or post-production

Knowledge of Autodesk Maya, 3ds Max, Motion Builder, Mudbox, Alias, VRED, Flame, ShotGrid, Moxion, and/or Arnold

Language skills English, additional languages

Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks

The Ideal Candidate

Courage, the passion to be bold and brave in one’s actions to enable controlled risk taking, promoting provoking yet respectful questions thereby delivering strong results

Speed, we strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes

Accountability, clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome

Simplicity, have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes

Solving system-wide, when problem solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision

Flexibility, the world of software is constantly evolving, and that is especially true in the M&E industry. In this role you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge (often driving your own learning experience as needed

#LI-POST

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.