Full Time Job

Product Support Specialist

Epic Games

Cary, NC 11-17-2021
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  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
What We Do

Quixel's mission is to scan the world using proprietary scanning technologies and build an exhaustive ecosystem empowering graphics artists working in films, games, or visualization, to create hyper-realistic or stylized 3D worlds and elements with the world's largest scan library.

What You'll Do

We are looking for a Product Support Specialist to provide best in class support to Quixel Megascans subscribers. In this role you will work closely with the Community Support Lead, Support Agents and enterprise clients - such as game studios and film companies. The person in this role will assist customers by triaging and escalating cases, collecting and analyzing data, and tracking customer activity. The ideal candidate will be able to work in conjunction with peers in order to ensure customer success across a wide variety of industries seeking support with Quixel's services.

In This Role You Will
• Provide exceptional customer service to Quixel Megascans subscribers across multiple products that Quixel offers, including Bridge, Mixer, and the Megascans subscription service
• Triage incoming support requests to the appropriate Quixel development team
• Communicate and escalate critical issues to ensure visibility among development teams
• Stay up to date with existing learning resources and communicate gaps in coverage
• Collect, create, and share documentation and learning resources for the community
• Participate in creating and improving support processes

What We're Looking For
• 3 - 5 years of experience providing superior customer service
• Excellent written communication skills
• Solid grasp of working with data to find and report on actionable insights
• Ability to create art using Quixel tools and services
• Expertise in a variety of office software (MS Office; Google Docs, Sheets and Slides)
• Strong interpersonal skills and desire to provide excellent customer service
• Ability to prioritize tasks and manage time effectively

Nice To Have Skills
• Bachelor's degree in a related field
• Strong organizational skills and attention to detail
• Expertise in any Customer Relationship Management software (ZenDesk, SalesForce, et. al.)
• Experience working in Quality Assurance, or experience with defect tracking software and bug entry
• Passion for creative visualization in one of our leading markets and involvement with artist communities
• Technical troubleshooting skills as they relate to PC hardware

Jobcode: Reference SBJ-d29zem-54-158-251-104-42 in your application.

Company Profile
Epic Games

Founded in 1991, Epic Games is a leading interactive entertainment company and provider of 3D engine technology. Epic operates Fortnite, one of the world’s largest games with over 350 million accounts and 2.5 billion friend connections. Epic also develops Unreal Engine, which powers the world’s leading games and is also adopted across industries such as film and television, architecture, automotive, manufacturing, and simulation.