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This position requires someone with customer support or similar customer liaison experience in a busy environment and/or Visual Effects experience and a passion for problem solving.
Our customers are industry leading artists and technical directors from companies like Walt Disney, Warner Bros, Sony, DreamWorks Google and Pixar, with whom you will be communicating directly to fix real post-production environment problems. You will also be coordinating with our internal engineering teams while troubleshooting and may be required to help the engineers provide on-site support for customers.
You should be a great teammate, have good time management skills, enjoy working in a dynamic, multitasking environment and be able to take instruction and direction from the Customer Support Manager.
This will be a very rewarding opportunity to work closely alongside customers and engineers that use our industry-leading software, within a high-energy, collaborative, fast paced, fun environment, where you will find it very difficult to get bored by the task at hand.
Analyze, test and troubleshoot support reports from customers
Answer customer questions or reproduce bug reports for Nuke and/or our other Foundry products
Provide solutions and investigate available workarounds or escalate tickets to support/ engineering as needed
Report detailed and concise bugs or feature requests into a bug database when necessary
Manage relations with customers, prioritize issues accurately and keep customers updated on the progress of any issues they have logged with us
Recognize and escalate difficult technical issues with the Customer Support Manager
Prioritize both time and ongoing projects and keep the Customer Support Manager updated on progress and deadlines
Summarize a problem and solution for customers and build Knowledge Base articles for their reference
Stay up-to-date with all Foundry products and host systems to which Foundry products are presently supported
Proactively stay up-to-date with new technologies that affect Foundry products and the Visual Effects industry
REQUIREMENTS
A degree in Visual Effects-related subject, or experience reflecting the requirements of the position
Good technical skills in at least one of the following operating systems: Windows, Linux or Mac OSX
Good technical skills in any of the following applications: Nuke, Mari, Modo and/or other 3D packages
Excellent verbal/written English communication skills
Ability to explain technical concepts to technical and non-technical customers and staff
Excellent customer service skills including telephone manner
Strong problem-solving and troubleshooting skills
Ability to multitask and work with minimal supervision
Highly self-motivated and a good team player
High degree of attention to detail
Well-organized with the ability to prioritize work based on plans and objectives
Comfortable with shifting priorities and adapting to different environments
Experience coordinating team tasks to provide exceptional product support
Excellent organizational skills with the ability to prioritize work based on plans and objectives
Desired:
1+ year in a customer support or customer liaison related position.
Experience working with a ticket database like Zendesk or similar
Experience working as part of a remote team
Experience coordinating team tasks to provide world-class product support
Experience with licensing systems like RLM
Experience logging bugs using systems like Target Process, Bugzilla, Jira or similar
Salesforce CRM experience
Quality assurance experience
BENEFITS
20 days’ vacation + 10 holidays
Company paid medical, dental and vision plans
Retirement plan with 4% company match
Company paid life insurance
Company paid short and long term disability
Awards and recognition
Good work/life balance
Frequent and fun company events
Dog friendly office
The privilege to work with some awesome people on a mission!
Ref: NR04JB04
