Product Support Specialist
Job title: Product Support Specialist, Games Solution Group
Location: Greenbelt, MD
As a Support Specialist for the Games Solution Group, you’ll handle various technical and customer support activities for our games authoring tools and middleware products.
If you have a passion for helping others ship awesome games, you enjoy putting smiles on customers’ faces, you love removing roadblocks and teaching folks how to use technology, then this position is for you.
The Support Specialist role involves being a main point of contact for both internal and external customers, engaging with them to ensure success in using our products, deploying and maintaining support tools, and actively interfacing with product development, quality assurance, engineering and technical documentation teams.
Users may contact the support department through email, forums or a ticketing system. They may have questions, requests for new features or problems related to using our products standalone or when integrated with their own software. The support specialist should have expertise with our product line and be able to communicate with customers in a professional manner at all times. Solutions to support problems often require capturing the exact details of system configuration and reproduction steps so that potential bugs can be reproduced methodically and reported to the engineering team for deeper investigation.
Responsibilities:
- Act as 1st line of support to both our internal and external customers.
- Browse forums/tickets for new questions. Track, answer and assign support tickets on support websites.
- Monitor forums to assess overall customer satisfaction.
- Provide first response to all questions within short period.
- Answer any set-up/installation, usage and licensing related questions.
- Attempt to reproduce the issue in question on the target platform and perform preliminary debugging. If the issue requires further investigation, field it out to appropriate engineering staff.
- Work with the QA and Development teams to reproduce issues, assign issues to internal support developers, track to resolution, and close the loop with customers.
- Manage Customer accounts on Autodesk’s support and developer websites.
- Improve communication with our customers by supporting them, resolving their concerns, and keeping them informed.
Requirements:
- A passion for game engine technology (Unity, Unreal, etc) and Video Games on mobiles, PCs and consoles.
- Experience working in game development, and knowledge of the game development process.
- Experience managing large user bases, and interacting with customers.
- Excellent communication skills and writing skills. Be able to interact with customers in a professional - courteous, polite, and respectful manner.
- Extensive understanding of the technologies behind modern video games from console to mobile.
- Experience balancing workload by knowing when to work independently, and delegate to internal resources.
Preference to applicants with:
- Computer Science degree, programming skills.
- Experience with Game Engine technologies and related SDKs.
- Experience establishing and nurturing customer relationships in the video game industry.