Position Overview

Are you passionate about the entertainment industry and eager to help clients achieve their goals with cutting-edge technology? Autodesk’s Entertainment & Media Solutions Organization (EMS) is seeking a dynamic and customer-focused Product Support Representative. This role specializes in supporting our innovative PIX and Flow Capture (formerly known as Moxion) products. 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 Toronto, Canada in a hybrid or remote capacity.

Why Autodesk?

At Autodesk, we are committed to exceeding client expectations. We value a results-oriented approach and a keen eye for detail. If you thrive in a fast-paced environment, are a team player, and have a passion for customer service and the entertainment industry, we want to hear from you. This role offers ample opportunities to take on additional responsibilities and develop new skills.

Responsibilities

• Client Assistance: Help clients maximize their use of PIX and 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: Assist 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: 2+ years in customer service/support. Entertainment industry experience is a plus.

• Work Schedule: This role will work 10am EST to 7pm EST, Monday through Friday.

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.