Job Title

Customer Support EngineerFoundry Sydney, New South Wales, AustraliaWe are a global company with a mission to advance the art and technology of visual experience. We know that creating an inclusive environment that values and encourages different perspectives is critical for our success, and the success of our people. We are learning, listening and taking action to be better and foster trust in our community. Our goal is to ensure every person working at Foundry feels safe and free to be themselves, to share their ideas or concerns and that there is equal access to opportunities for all.Please note in order to apply for this role, you need to have a full legal right to work in Australia and reside in New South WalesTHE ROLE.As a Support Engineer you''ll work remotely with a team of customer focused support specialists to ensure customers receive technically accurate, timely and consistent responses to their queries. We expect you to be a team player, have good time management skills, enjoy working in a fast-paced environment and be able to take direction when required.Job requirementsExperience working in a team of support engineers to provide world class product supportPrior customer service experience relevant to the role or a degree in Visual Effects related subject or Computer Science/Maths/PhysicsFamiliar with at least one of the following operating systems: Windows, Linux or macOSExcellent communication and Written/Verbal English skillsExcellent organizational skills with the ability to prioritize work based on plans and objectivesAbility to take on tasks when requested and complete them within the expected deadlines and with minimal supervisionStrong problem solving and troubleshooting skillsAbility to explain technical concepts to technical and non-technical customers and staffHigh degree of attention to detailHighly self-motivated and a good team playerJob responsibilitiesWorks from a queue of customer support tickets to resolve customer issuesManage relations with customers, prioritize issues accurately and keep customers up to date on the progress of any issues they have logged with usEscalates complex issues to relevant team as requiredHandling sensitive tickets escalated from other teams, e.g., SalesUses positive language throughout all communications with customers, creating a positive customer experienceFollows defined team processesRepresents Support at customer meetings to troubleshoot issuesResponsible for assigned tickets ensuring that SLAs and customer satisfaction targets are metMay be responsible for queue management for chosen product(s) ensuring that SLAs and customer satisfaction targets are metReviews and actions reports where relevantSummarize a problem and solution to customers or to create a Knowledge Base article where requiredStay up to date on all Foundry products and operating systems on which Foundry products are supported, and any new technologies that affect Foundry products and the VFX industryFlexible WorkingTHE COMPANY.Foundry has a heritage of more than 25 years, developing creative software for the Media and Entertainment industry. Its portfolio of award-winning products solves complex visualization challenges to turn incredible ideas into reality.Working with creative leaders around the globe, Foundry products are used to create breathtaking visual effects and animation and have been integral in the making of every VFX Academy Award-winning film for the past decade.For more information visit www.foundry.comSeniority levelAssociateEmployment typeFull-timeJob functionCustomer Service and AdministrativeIndustriesSoftware Development #J-18808-Ljbffr