Job Requisition ID #
Position Overview
We are looking for a Technical Support Specialist, to Actively engage with Autodesk customers from the construction and AEC community by providing effective technical solutions, direction, and troubleshooting advises.
Do you enjoy solving problems and helping others.
Are you passionate about customer experience.
Are you familiar with Autodesk Revit, Navisworks, 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. As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads, and cross functional teams to achieve successful resolution.
Shift Timing – It will be EMEA, primarily 14:00 - 22:30 however it may change as per business requirements (the candidate need to be flexible for shift).
Work location - will be at Bangalore, India and successful candidate will be expected to relocate to Bangalore.
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
Operationally-focused Professional role, requiring experience OR analytical advisor role still developing higher-level expertise
Solve a range of problems of mild-to-moderate complexity and scope by analyzing possible solutions using standard procedures
Exercise judgement within defined guidelines or known precedents
Seek guidance on unusual situations or circumstances where guidelines are unclear
Receive a moderate level of guidance and direction, with little or no direction day-to-day assignments
Work is typically reviewed by a more experienced team member before it is provided to senior leaders
A common career stabilization point (AKA the “full-contributor” level) for operationally-focused roles, whereas analytical advisor roles at this level are building knowledge of the subject-matter area, function/BU, company, products, and customers
Minimum Qualifications
Bachelor's degree or equivalent experience in Civil, Architecture, Mechanical or related fields
2+ years of working experience on Revit, Navisworks, BIM 360, BIM Docs etc. in a production environment.
Knowledge & work experience on Revit MEP is an added advantage.
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
Ability to work in flexible working hours/Shifts
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 ne
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
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
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
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