Product Support Specialist – Dcc

Salary: £36,000 – £43,200 per year

Role: Product Support Specialist – DCC

Salary: £36,000 – £43,200plus excellent Benefits

Location: Remote (ocassional travel to London office)

Our clients Software solutions are used extensively for: live events, interactive installations, graphics in advertisements, and TV as well as Movies. They now seek a Product Specialist to support their customer base with enquiries about their Software Products. You will have practical experience of one or more of these: C4D, Blender, 3DS Max, Notch or Maya

Responsibilities

Support & Knowledge Point – 75%

• Provide support to the company’s user base through ticket responses.
• Be a point of knowledge within the business on the use of Industry DCCs
• Assist in the release testing cycle to ensure high quality releases.
• Work with the development team helping shape new features and providing source materials for upstream packages (modeling packages) and testing downstream outputs (bakes, compositing)

Community Engagement & Resource Development – 15%

• Develop product knowledge in the user base through the development of: manual material, short tutorial videos, timelapses, example projects etc.
• Engage with online social user communities (Facebook, CG Forums etc.)
• Attend and engage with meetups, industry events and tradeshows

Personal Practice / Knowledge Advancement – 10%

• Maintain a personal practice of creative / technical work, exploring the use of Notch and other tools
• Maintain & grow knowledge of other DCCs and how they interoperate with our client’s software packages.

Picture of Success

• Timely responses to customer support tickets
• Tool ‘sticky-ness’ – i.e. Products are used repeatedly by new studios and customers.
• Users moving beyond basic techniques into more advanced motion graphics
• 3 month onboarded user satisfaction
• An energised and engaged user community
• Reduced support tickets for issues that should be covered by training

Skills/Experience Requirements

• Great interpersonal skills – this role is all about relationships
• Strong command of written and verbal English
• Either:
  
  • 3+ years in product support in a DCC
  • Or, 3+ years motion graphics or VFX experience

• Strong 3D skills with excellent command of either C4D, Blender, 3DS Max, Notch or Maya
• Experience with some wider industry tools: Houdini, Substance Designer, After Effects, Premiere
• Demonstrable abilities in mograph, lighting, materials, rigging, physics simulations.
• Ability to travel to the UK (if based in EU)
• Highly autonomous and self motivated
• Passion for the creative industries