Posted:
7/3/2024, 5:00:00 PM
Location(s):
Bei Jing Shi, China
Experience Level(s):
Junior
Field(s):
IT & Security ⋅ Software Engineering
Workplace Type:
Hybrid
Job Requisition ID #
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 is a hybrid position out of our Beijing office.
Reporting to the manager of Product Support, you will use your expert troubleshooting experience interpreting and responding to customer requests. You will analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge along the way.
Responsibilities
Assist Autodesk customers on a variety of issues and questions
Investigate complex problems autonomously, using resources such as existing documentation and internal communication channels to find solutions
Be the bridge between customers and our engineering department to report issues
Document problems and solutions in short and clear articles for our knowledge base
Research, verify, and document product issues
Manage customer expectations and provide proactive support throughout the duration of the support lifecycle
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
Minimum Qualifications
2+ years of experience in the Media and Entertainment Industry in a production environment
Experience in Information Technology or Computer Science
Scripting or programming skills (Python, JavaScript, etc.)
Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks
Experience using Jira
Experience using Flow Production Tracking (ShotGrid) at the admin level
Able to interpret and respond to customer requests and relay progress to internal peers and development teams
Desire to stay up to date with products and technology
Comfortable navigating the unknown and working through change
Excellent team player, enjoying supporting with other members of a global, team with shared responsibilities
Basic knowledge of database fundamentals and our client-server pattern
Some knowledge of browser development console
Basic network understandings (http status & protocol, VPN)
Knowledge of Windows, Linux and Mac OS
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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).
Website: http://www.autodesk.com/
Headquarter Location: San Francisco, California, United States
Employee Count: 10001+
Year Founded: 1982
IPO Status: Public
Last Funding Type: Seed
Industries: 3D Technology ⋅ Architecture ⋅ Construction ⋅ Manufacturing ⋅ Software ⋅ Software Engineering