Senior Av Product Specialist

Role:            Senior AV Product Specialist

Salary:         £55k to £65k

Location:     Remote (Ocassionaly in the London office)

Our client’s Software solutions are used extensively for: live events, interactive installations, graphics in advertisements, TV & Movies.

They now seek a Senior Product Specialist to provide their customer base with product support as this is the lifeblood of their relationship with customers and partners, across a wide and varied community.

You’ll provide vital support for some of the world’s biggest live events and shows, sometimes in person by going on site. You’ll utilise your knowledge and experience in AV/live events and related software and technologies to help customers as they utilise the solutions with a wider AV environment. All of which will combine into providing a world class support experience to the user community

As a Senior Product Specialist, you will take considerable pride in enabling further self-service growth for our community so that your team becomes synonymous with ‘Excellence’, and you’ll look to engage with the user community directly to help develop a wider understanding of the software among users.

You will contribute to our customers' success by continuingly seeking opportunities for on-boarding/service improvements and adding further value into areas such as training, tutorials and documentation.

There is an opportunity to become the Team Leader of the Product Specialists Team.

Responsibilities

Support & Knowledge Point - 80%

• Provide support to the company’s user base through ticketed responses.
• Be a point of knowledge within the business on the use of Industry DCCs
• Work with the development team helping shape new features and providing source materials for upstream packages (modeling packages) and testing downstream outputs (bakes, compositing)
• Ensure that customer SLAs are met and tickets are dealt with through to conclusion, in a timely manner.
• Where unable to resolve tickets, ensuring these are escalated appropriately.
• Always ensure you and the team present a professional, empathetic & context aware support responses.
• Ensure that Licensing issues are dealt with as appropriate (in Logistics Manager absence).

Mentoring - 20%

• Actively encourage constant growth amongst the team 
• Provide specialist guidance to others and share own knowledge
• Offer up solutions to help improve service and efficiencies
• Act as a role model to the team

Picture of Success

• Expanding product knowledge, gained via Self Learning utilising the tools available (e.g. internal training videos/mentors) including: 3D Mesh Workflows, Lighting, Renderers, Particles, Cloners, Fields, Procedurals, Modifiers, Deformers, Post-FX/Video and Sensor and AV knowledge.
• Able to actively demonstrate understanding of product by responding to customers with the right solutions
• Timely responses to customer support tickets
• Tool ‘sticky-ness’ - i.e. Their product is used repeatedly by new studios and customers.
• Moving users beyond basic techniques into more advanced motion graphics
• 3 month onboarded user satisfaction
• Helping to create an energised and engaged user community
• Reduced support tickets for issues that should be covered by mentoring
• Product Specialists knowledge and confidence is further developed

Skills/Experience Requirements

• Working knowledge of 3D & modelling tools, e.g. C4D/Max/Maya/Blender, and concepts like UVs, texturing, rendering
• Experience with software and hardware in the live/AV video space, e.g. d3/Hippotizer/Pixera/Ai
• Some experience with some wider industry tools such as Unreal, Unity, Houdini, Substance Designer, After Effects, Premiere or Notch is a bonus
• Proven solid product support experience in the AV Industry  
• Strong command of written and verbal English
• No impediments to international travel to EU/USA
• Passion for the creative industries

Working Pattern

The Product Specialist Support Service is currently:  9.00am to 5.30pm, Mon-Fri (inc Bank Hols)

However, this will be changing shortly to:  9.00am to 9.00pm, which will be covered by a 4x week rota of:

1.        3 x weeks worked: 9.00am to 5.30pm,   plus
2.        1 x week worked:  12.30pm to 9.00pm