Autodesk

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.

• 문제를해결하고다른사람을돕는것을좋아하십니까?

• 고객경험증대에대한열정이있습니까?

• 3ds Max, Maya, Arnold, ShotGrid, Alias, VRED 또는이에상응하는소프트웨어에익숙하십니까?

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 University와 같은 회사 행사에서 발표할 수 있습니다.

상세 역할

• 채팅, 전화, 웹, 온라인포럼및기타방식을통해 Autodesk에보고된고객기술문제해결

• Autodesk 고객에게제품기능, 사용등과관련된다양한문제및질문에대해신속하고친절하며효율적인지원을제공

• 제품에대한문제를조사하고해결방법을제공하며이에대한간결하고명확한기술자료로문서화

• 중요한문제의우선처리및에스컬레이션및서비스수준규정준수모니터링

• 사례관리시스템에지원내역문서화

• 고객문제를내부팀으로에스컬레이션

• 기술지원요청사항백로그를적극적으로관리

• 진행상황에대한시기적절한업데이트를제공하여고객기대치를관리

• 지식기반품질의근본적인개발및유지에기여

• 제품관리및제품개발에영향을주어제품품질향상

• 강력한고객관계를구축하고고객의요구사항에대한통찰력확보

최소 자격

• Film, VFX, Animation, Game, 산업디자인또는이와유사한학사학위

• 3년이상의업계경험

• 3ds Max, Maya, Arnold, ShotGrid, Alias, VRED 또는관련소프트웨어사용경험

• 고객문제를적극적으로처리하는능력, 문제해결및문제를해결또는완화하거나필요한경우에스컬레이션하는능

• 고객서비스, 문제해결및분석능력

• 팀플레이어

• OS (Windows, Mac), Computer Network 구성및트러블슈팅능력

• 기본적인영어의사소통능력

이상적인 후보자

• 고객중심: 고객과의긴밀한관계구축및세부사항에대한공감과관심을바탕으로고객중심의솔루션제공

• 명확한의사결정: 시기적절하며올바른결정. 주어진문제에대한정확한판단, 작업의우선순위정의, 세부사항에대한주의를통하여적시에솔루션제공

• 책임감: 자신및다른사람들이책임감을가지고약속을이행할수있도록함

• 실행지향: 긴박감, 높은에너지및열정으로새로운기회와어려운도전에도전

• 민첩한학습자: 성공과실패를모두학습기회로삼고, 새로운문제를다룰때실험을통해능동적으로학습

• 팀플레이어: 파트너십을구축하고다른사람들과협력하여공유목표를달성

• 차이점에대한가치부여: 다양한관점과문화가조직에가져다주는가치인식

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

• 3 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.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

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

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!

Not quite ready to apply? Join our talent community (https://flows.beamery.com/autodesk/tc-signup) to stay up to date on new job opportunities and the latest Autodesk news.