Technical Support Specialist (ShotGrid) at The Ascent Services Group

Our client, an innovative software corporation, has an existing opening to join their team. If you re interested, please send an updated resume!

Title: Technical Support Specialist - ShotGrid (Formerly known as Shotgun)
Location: Remote
Type: 3 months contract with potential extensions

Remote Role: Job is listed as Portland Oregon, however I am looking for any talent in the US at this time. Location does not matter.

Must have experience as ShotGrid Admin (customization, tool building and process management). No exceptions. Listed as Portland but position is remote - open to all US locations.

Responsibilities:

-Respond to support requests from our customers and partners
-Priority handling and escalation of critical issues and monitoring of service level compliance
-Perform root cause analysis to mitigate reoccurrence
-Escalate customer issues to senior staff as required
-Research, verify, and document product issues
-Actively manage personal backlog of support requests
-Document support interactions in a company-wide case management system
-Manage customer expectations by providing timely updates on progress
-Abide by a set schedule to accommodate our variety of support modalities including Live Chat, Phone calls and emails
-Able to own regular cases and projects assigned to you for a reliable workload.

Minimum Qualifications:

- Must have experience as ShotGrid Admin (customization, tool building and process management).
-Bachelors degree or equivalent in Film, VFX, Animation, Game, or related field
-Working experience on projects using ShotGrid or other creative production management solution. Experience with Autodesk Media & Entertainment products will be a bonus
-Good understanding of workflow process within the post-production industry
-Demonstrable ability to own the problem - troubleshoot, and solve or mitigate the problem
-Exceptional team player and collaboration skills
-Strong verbal and written English communication, other languages a plus
-Proven ability to be flexible and learn quickly in a fast environment
-Experience working within a Film, VFX, Animation, or Game studio a plus - provided by Dice

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