Product Support Representative

Product Support Representative

Are you passionate about the entertainment industry and eager to help clients achieve their goals with cutting-edge technology? Autodesk's Interactive Graphics, Media & Entertainment (IME) is seeking a dynamic and customer-focused Product Support Representative. This role specializes in supporting our innovative Flow Capture product. As a key player in our Support division, you'll be at the forefront of solving both technical and non-technical challenges, ensuring our clients receive top-notch service. You will report to the Associate Manager, Product Support and can be based in Bengaluru, India in a hybrid capacity.

Responsibilities

• Client Assistance: Help clients maximize their use of Flow Capture products
• Issue Resolution: Manage support requests and resolve technical issues across various platforms
• Multichannel Support: Provide support via in-person meetings, phone calls, and emails, including user training, setup, maintenance, and troubleshooting (applications, hardware, and networks)
• Collaboration: Work alongside a dedicated Client Team managing feature films, TV shows, networks, and studio campaigns
• Project Administration: Advise / Educate clients with project workflows, administration, and organization of materials
• Client Experience Monitoring: Monitor client experiences and advise Customer Success Managers on issues or opportunities to enhance satisfaction
• Process Improvement: Identify and implement process improvements and efficiencies
• Ownership: Track, take ownership of, and resolve issues through to completion
• Product Testing: Participate in testing new products and features
• Special Projects: Engage in special projects as needed

Minimum Qualifications

• Experience: 5+ years in customer service/support. Entertainment industry experience is a plus
• Availability: Wednesday to Sunday, 6:00 AM IST to 2:30 PM IST

The Ideal Candidate

• Communication Skills: Excellent written and verbal English skills, with strong phone and interpersonal abilities
• Technical Proficiency: Experience with Mac and Windows operating systems
• Detail Orientation: Ability to manage multiple projects simultaneously
• Problem-Solving: Highly motivated and resourceful with strong critical thinking skills. Must be able to find solutions quickly, even when they are not immediately obvious
• Fast Learner: Ability to pick up new technology easily
• Team Collaboration: Experience working with a distributed/remote team is a plus
• Experience with Autodesk Flow Capture (formerly known as Moxion) and/or PIX