Technical Support Specialist
We are hiring a Technical Support Specialist to join our team of tech enthusiasts assisting customers to get the best out of their Autodesk products.
You will work in a hybrid position reporting to a Technical Support Manager. You will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also participate in multiple proactive support activities, presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles on the Autodesk Support site.
Responsibilities:
- Resolve customer issues reported to Autodesk by chat, phone, web, online forums, and other channels using Japanese language.
- Help customers solve issues with their Autodesk Products.
- Provide prompt, efficient assistance to Autodesk customers on various problems and questions related to product features, usage, etc.
- Research, verify, and document product issues and their solutions in short and clear articles for our Knowledge Base or internal case management system.
- Prioritize handling and escalation of important problems and monitor service level compliance.
- Document support interactions in a company-wide case management system.
- Escalate customer issues to other teams.
- Manage personal backlog of support requests.
- Manage customer expectations by providing updates on progress.
Minimum Qualifications:
- Desire to stay up-to-date with products and technology.
- Comfortable navigating the unknown and working through change.
- The ability to resolve issues related to Autodesk products that customers are facing, conduct troubleshooting, and solve or alleviate problems.
- Team player skills.
- Customer service, troubleshooting experience.
- Build trust relationships with customers and understand their needs.
- Communicate progress to internal colleagues and development team.
- Interpret and respond to customer requests and relay progress to internal peers and development teams.
- Identify beneficial opportunities for customers, build, and provide solutions that meet customer expectations.
- Japanese skills to communicate with customers both verbally and in writing.
- N1 certification of JLPT or similar.
- English skills to communicate with overseas teams both verbally and in writing.
- Bachelor's degree in computer science relation or similar.
- Experience in building, supporting, and maintaining systems.
- Competent knowledge of Windows/Linux/Mac OS and network systems.
- Basic knowledge of database fundamentals and client-server pattern.
- Scripting or programming skills (Python, Ruby).
- Understanding of Ruby-on-rails and familiarity with the rails console.
- Experience ShotGrid or Shotgrid as administrator.
- 3+ years of experience in the Media and Entertainment Industry in a production environment.
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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