Product Support Representative

Job Requisition ID #

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 Flow Capture (formerly known as Moxion) 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 Tokyo, Japan in a hybrid capacity.

We are seeking a highly skilled, native Japanese speaker with excellent English language skills to join our team. The ideal candidate will have strong communication abilities in both languages and be able to effectively bridge cultural and linguistic gaps.

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: 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

Preferred Qualifications

• 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

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!

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