Job Requisition ID #23WD73682Position OverviewWe 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 BIM, BIM Docs, Autodesk Construction Cloud and or similar software. Then we would like to hear from you! This role reports to a Product Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.Shift Timing – It will be EMEA (14:00 – 22:30 however it may change as per business requirements (the candidate need to be flexible for shift). Work location - Bangalore, India (the successful candidate will be expected to relocate to Bangalore)ResponsibilitiesResolve customer issues reported to Autodesk via chat, phone, web, online forums, and other channelsProvide prompt, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation etcResearch, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management systemManage customer expectations by providing timely updates on progressPriority handling and escalation of critical issues and monitoring of service level compliance Document support interactions in a company-wide case management systemEscalate customer issues to internal teams as required Actively manage personal backlog of support requestsMinimum QualificationsBachelor's degree or equivalent in Civil or Architecture3+ years of working experience on BIM 360, BIM docs, AutoDesk Construction Cloud etc. in a production environmentBasic knowledge of Revit & NavisWorkDemonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if neededDemonstrable strong customer service, troubleshooting, and analytical skills Exceptional team player skillsStrong written and verbal English communication skills. Additional language skills are advantageous. You build strong customer relationships and gain insights into their needsYou identify opportunities that benefit our customers and build/deliver solutions to meet their expectationsProven ability to be flexible and learn quickly in a fast environmentThe Ideal CandidateThink Smart I prioritize and apply targeted effort to the work that matters mostThink Innovative I am relentlessly curious and creativeThink Adaptable I embrace uncertainty and flex to changing circumstances quicklyFeel Inclusive I work collaboratively with people who are divers in background, culture, and ways of livingFeel Impactful I am passionate about making a positive impact, I am committed to our customers' successFeel Humble I share credit and shoulder responsibilityDo Courageous I offer and respond to constructive feedback#LI-SK1Learn MoreAbout AutodeskWelcome 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!Salary transparencySalary is one part of Autodesk’s competitive compensation 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.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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