22WD66361
Position Overview
We are hiring a Technical Support Specialist, to Actively engage with Autodesk customers from the construction and AEC community by providing solutions, direction, and general troubleshooting. Do you enjoy solving problems and helping others. Are you passionate about customer experience. Are you familiar with Autodesk Revit, BIM, BIM Docs and or similar software. Then we would like to hear from you! Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in a variety of proactive support activities, developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN)
Responsibilities
Resolve customer issues reported to Autodesk via chat, phone, web, online forums and other channels
Provide prompt, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation etc
Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system
Priority handling and escalation of critical issues and monitoring of service level compliance
Document support interactions in a company-wide case management system
Escalate customer issues to internal teams as required
Actively manage personal backlog of support requests
Manage customer expectations by providing timely updates on progress
Minimum Qualifications
Bachelor’s degree or equivalent in Civil or Architecture
4+ years of working experience on Revit, BIM 360, BIM docs etc. in a production environment
Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed
Demonstrable strong customer service, troubleshooting, and analytical skills
Exceptional team player skills
Strong customer service, troubleshooting, and analytical skills
Strong written and verbal English communication skills. Additional language skills are advantageous
You build strong customer relationships and gain insights into their needs
You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations
Proven ability to be flexible and learn quickly in a fast environment
Ability to work in flexible working hours/Shifts, current opening is in APAC hours 6 AM to 3 PM IST
The Ideal Candidate
Think Smart I prioritize and apply targeted effort to the work that matters most
Think Innovative I am relentlessly curious and creative
Think Adaptable I embrace uncertainty and flex to changing circumstances quickly
Feel Inclusive I work collaboratively with people who are divers in background, culture, and ways of living
Feel Impactful I am passionate about making a positive impact, I am committed to our customers’ success
Feel Humble I share credit and shoulder responsibility
Do Courageous I offer and respond to constructive feedback
#LI-POST
At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.
Salary is one part of Autodesk’s competitive package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
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