Media Technical Support Specialist

Description du Poste

Candidate must reside in Montreal or nearby, should be able to commute to office when needed. Core working hours of the position - 7 am to 3 pm EST. We may require the individual to work 9-6 for the first 2-3 weeks for onboarding.

À propos de notre client

Our large, Fortune Technology client is ranked as one of the best companies to work with, in the world. The client fosters a progressive culture, creativity, and a flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.

Responsabilités

• Using troubleshooting and communication skills, you will focus on solving issues for customers while using Maya and/or 3DS Max.
• You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge.
• You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing a caseload.
• You will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats, and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.

Qualifications Minimales :

• In-depth knowledge of 3DS Max and/or Maya
• 3+ years of experience in related field
• Knowledge of Windows, Mac OS, and Linux OS
• 5+ years experience in the Media and Entertainment Industry
• Strong communicator and able to build relationships at all levels, taking initiative
• Consistent time management and follow-through
• Demonstrated motivation to learn new skills and technologies
• Strong troubleshooting and analytical skills
• Must be flexible, decisive, self-motivated, and proactive
• Comfortable with ambiguity and working through change while driving results
• Open to training and learning new content to better assist customers
• Excellent Team player, enjoying supporting and interacting with other members of a global team with shared responsibilities.

Responsabilités :

• Provide timely, friendly, and efficient assistance to customers on a variety of issues and questions.
• Research, verify, and document product issues.
• Manage customer expectations by providing timely updates on progress.
• Actively address the 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.
• Prioritize support between our Standard, Premium, and Enterprise Priority support offerings.

Qualifications Préférées :

• Advanced knowledge of Entertainment & Media industry needs, pipelines and workflows
• Knowledge of Motion Builder, Mudbox, Alias, VRED, Flame, ShotGrid (shotgun), and/or Arnold
• Scripting or programming skills (MEL, Python, PyMel)
• Language skills English, additional languages
• Knowledge of network setup and management in the scope of rendering, production coordination, and user management tasks.