Job Requisition ID #

21WD51615

Global Technical Support @ Autodesk
Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.

Position Overview
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
Technical Support:• Respond to support requests via multiple channels and following documented processes• Document support interactions in a company-wide case management system• Advance unresolved issues to senior staff as required• Research, verify, and document product defects• Actively handle personal backlog of support requests• Manage customer and partner expectations by providing timely updates on progress
Internal Support:• Participate in product BETA programs & product testing events organized by the product division development teams• Remain informed on improvements in supported products in relevancy to the BIM industry• Assist in the fundamental development and maintenance of knowledge base quality• Influence product management and product development to make improvements

Minimum Qualifications• Bachelor's degree or related• 3 years of BIM industry experience• Proficiency or familiarity using BIM related software (BIM Next Gen, Field, Glue, Plan, Docs) in a production environment; Knowledge of AEC products is considered highly desirable• Strong customer service, troubleshooting, and analytical skills• Strong written and verbal English communication skills. Additional language skills are advantageous

The Ideal Candidate• People-minded: empathizing with, responding to, and problem-solving customer issues• Prompt: making timely decisions based on sound logic and consideration of the consequences• Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves• Organized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner• Strategic: offering articulate recommendations and rationale and builds support with key decision makers• A wet sponge: actively listening to others in order to communicate technical information clearly and concisely• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills• Influential: being a role model inspiring others and affecting a positive impact

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