We are seeking a skilled and empathetic User Support Specialist to join our dynamic team and provide exceptional technical assistance and customer support to our users. The ideal candidate should possess a strong passion for helping others, a solid understanding of software and hardware troubleshooting, and excellent communication skills. As a User Support Specialist, you will play a crucial role in ensuring our users have a seamless and positive experience while using our IT systems and technology stack.
Respond promptly and courteously to user inquiries via various communication channels, including email and chat.
Familiarize yourself and support employees with our production pipeline and unique workflows.
Diagnose and troubleshoot technical issues related to software and hardware.
Guide users through step-by-step instructions to resolve problems and provide effective solutions.
Escalate complex technical issues to appropriate teams for further investigation and resolution.
Escalate issues up to vendor support teams where required.
Document user interactions, issues, and resolutions accurately in the support ticketing system.
Maintain internal hardware and software inventories.
Collaborate with cross-functional teams to improve product usability and identify recurring issues for long-term solutions.
Create and maintain user support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
Assist in user onboarding, offboarding and training, ensuring new users are comfortable and confident using our products.
Monitor user feedback and identify trends, advocating for improvements and enhancements based on user needs.
Strive for continuous improvement by staying up-to-date with industry trends, emerging technologies, and best practices in user support.
Bachelor’s degree in a relevant field or equivalent work experience.
Proven experience in a technical support or customer service role.
Strong problem-solving skills and the ability to think critically under pressure.
Proficiency in troubleshooting software and hardware issues across Linux and Windows desktop environments.
Excellent written and verbal communication skills, with a friendly and patient demeanour.
Ability to communicate effectively with all stakeholders.
Empathy and a genuine desire to assist users in achieving their goals.
Familiarity with help desk and knowledgebase software.
Ability to work independently and collaborate effectively within a team.
Strong organizational skills and attention to detail.
Certification in technical support or relevant field.
Previous experience in a VFX, Post Production or technology company.
Knowledge of coding languages or scripting for basic troubleshooting.
Experience using remote support tools for assisting users.
Excellent written and spoken English, German advantageous.
Competitive salary and benefits package.
Opportunity to work with a passionate and diverse team.
Professional development opportunities to enhance your skills.
Access to cutting-edge technologies and a supportive work environment.
Contributing to the success and satisfaction of our employees.
If you are enthusiastic about helping users, solving technical challenges, and contributing to an exceptional user experience, we invite you to apply for the User Support Specialist role and be part of our dedicated support team.