Technical Support Specialist
Job Description
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. Reporting to a Support Manager, you would actively engage with Autodesk Enterprise Priority and Premium customers to provide solutions, direction, and general troubleshooting for BIM 360 and associated products via phone, chat, and web.
Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.
We are hiring a Technical Support Specialist to join our Enterprise Priority team. This is a group of highly motivated industry professionals who are responsible for resolving Enterprise-level customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Autodesk BIM 360 and Enterprise workflows? Then we would like to hear from you
Responsibilities
- Respond to BIM 360 support requests from customers, first-focus on Enterprise and Premium clients
- Prioritize critical technical issues and monitor service level compliance
- 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
- Assist in the fundamental development and maintenance of knowledge base quality
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 to better 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
Qualification
- Bachelor’s in Engineering or related
- 2+ years of BIM industry experience
- Proficiency or familiarity using Autodesk BIM 360 software in a production environment
- knowledge of additional Autodesk software a plus
- Strong customer service, troubleshooting, and analytical skills
- Strong written and verbal English communication skills. Additional language skills are advantageous
