Shire Jobs

Job Requisition ID #

24WD79350

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.

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Autodesk product family? Then we would like to hear from you!

You will work in a hybrid position reporting to a Technical Support Manager in Japan. You will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also participate in multiple proactive support activities, presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles on the Autodesk Support site.

Responsibilities

• Resolve customer issues reported to Autodesk by chat, phone, web, online forums, and other channels using the Japanese language

• Help customers solve issues with their Autodesk Products

• Provide prompt, and efficient assistance to Autodesk customers on a variety of problems and questions related to product features, usage,

• Research, verify, and document product issues and their solutions in short and clear articles for our Knowledge Base, or in our internal case management system

• Priority handling and escalation of important problems and monitoring of service level compliance

• Document support interactions in a company-wide case management system

• Escalate customer issues to other teams

• Manage personal backlog of support requests

• Manage customer expectations by providing updates on progress

Minimum Qualifications

• Desire to stay up to date with products and technology

• Comfortable navigating the unknown and working through change

• The ability to resolve issues related to Autodesk products that customers are facing, conduct troubleshooting, and solve or alleviate problems.

• Team player skills

• Customer service, troubleshooting experience

• Build trust relationships with customers and understand their needs

• Communicate progress to internal colleagues and the development team.

• Interpret and respond to customer requests and relay progress to internal peers and development teams

• Identify beneficial opportunities for customers, build and provide solutions that meet customer expectations

• Japanese skills to communicate with customers both verbally and in writing

• At least N1 certification of JLPT or similar

• English skills to communicate with overseas teams both verbally and in writing

• Bachelor's degree in computer science relation or similar

• Experience in building, supporting, and maintaining systems

• Competent knowledge of Windows/Linux/Mac OS and the network systems

• Basic knowledge of database fundamentals and client-server pattern

• Scripting or programming skills (Python, Ruby)

• Understanding of Ruby-on-rails and familiarity with the rails console

• Experience ShotGrid or Shotgrid as administrator

• 3+ years of experience in the Media and Entertainment Industry in a production environment

ポジション概要

オートデスク製品の最大限の利用をお客様にサポートする、テクニカルサポートスペシャリストを募集しています。 問題解決と人を助けることが好きですか？ カスタマーエクスペリエンスに情熱を持っていますか？ オートデスク製品ファミリーに詳しいですか？ ぜひ、あなたからの連絡をお待ちしています！

テクニカルサポートマネージャーに報告する役割は、電話、チャット、ウェブ、オンラインフォーラム、その他のチャネルで報告された顧客の問題を解決することです。顧客の問題に対応するだけでなく、ウェビナーの開発とプレゼンテーション、オンラインコミュニティでのQ&Aセッションの開催、オートデスク サポートサイトでの技術記事の公開など、さまざまな積極的なサポート活動にも携わることができます。

業務内容

• チャット、電話、Web、オンラインフォーラム、その他のチャネルを通じてオートデスクに報告された顧客の問題を日本語で解決する

• オートデスク製品のインストール、設定、ライセンスに関するお客様の問題解決を支援する

• 製品の機能、使用方法などに関するさまざまな問題や質問について、オートデスクのお客様に迅速、親切、効率的なサポートを提供する

• 製品の問題とその解決策を調査、検証し、ナレッジベースや社内ケース管理システムに簡潔でわかりやすい記事として文書化する。

• 重要な問題の優先的な処理とエスカレーション、およびサービスレベルの遵守の監視

• 全社的なケース管理システムでサポートとのやり取りを文書化する

• 必要に応じて、お客様の問題を社内チームにエスカレーションする

• サポート依頼の個人バックログを積極的に管理する

• 進捗状況をタイムリーに報告し、お客様の期待を管理する

資格要件

• 最新の製品と技術情報を入手していく意欲

• 未知の状況でも自信を持って取り組み、変化に適応しながら作業を進めることができる能力

• 問題（顧客の問題）を「自ら」解決し、トラブルシューティングを行い、問題を解決していく能力

• 卓越したチームプレーヤースキル

• 強力なカスタマーサービス、トラブルシューティング、分析スキル

• 顧客との強い信頼関係を築き、顧客のニーズを把握することができる

• 進捗を社内の同僚や開発チームに伝える能力

• 顧客にとって有益な機会を特定し、顧客の期待に応えるソリューションを構築し、提供することができる

• 日本語での顧客と口語および文書でのコミュニケーションスキル

• 日本語能力試験のN1の資格もしくは同等の能力が必須

• 英語での海外チームと口頭と文書でのコミュニケーションでスキル

• 情報技術またはコンピューターサイエンスの学位または同等の知識と経験

• Windows, Linux, Mac OS

• Linuxでのシステム管理の経験を優遇

• データベースやクラアント-サーバの基本的な知識

• 基本的なネットワーク設定と管理の知識

• 制作会社などでシステム管理の経験があればなお可

• スクリプトまたはプログラミングのスキル

• 特にPython、Rubyなどでの実務経験やRuby-on-railsの理解があればなお可

• ShotGrid, Shogunでの管理経験を優遇

• メディアエンターテイメント業界での3年以上の経験

#LI-JA1

Learn More

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).

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!

Not quite ready to apply? Join our talent community (https://flows.beamery.com/autodesk/tc-signup) to stay up to date on new job opportunities and the latest Autodesk news.