Apprentice, Technical Support Specialist

Job Requisition ID #23WD73768Job Title: Apprentice, Technical Support Specialist Job Location: BangalorePosition Overview   We are looking for a Technical Support Specialist to provide support services and engage Autodesk customers in providing technical solutions, directions, and troubleshooting advice. The support services will be conducted through standard modalities like Web, Chat, Schedule-A-Call, Phone etc. Using analytical and communication skills, you will ensure technical problems are understood, documented, and resolved promptly, creating an outstanding customer experience, and enhancing the team's knowledge.  As part of the Customer Technical Success Team, you will manage reported issues from case logging phase till eventual closure, working with the product engineering team, technical leads, and teams to achieve a successful resolution. You will report to a Product Support Manager and require the use of judgement and independent decision-making when managing caseload to achieve individual, team, and organizational goals.  Roles and Responsibilities  Respond to support requests through multiple channels, Web cases, Chat and other channels including phone, web, online forums and so on  Follow processes, document support interactions in case management system  Research, verify and document product defects, escalate unresolved issues to senior staff  Handle the personal backlog of support requests, manage customer and partner expectations by providing updates on the progress  Support the fundamental development and maintenance of internal knowledge base quality through the Knowledge Centered Support (KCS) methodology  Influence and contribute to product management and development that lead to successful improvements    Qualifications  Bachelor's degree in related field OR equivalent product experience in relevant industry  Good command of verbal and written English communication skill are required.  Understand and convey complex technical details coherently to a live or virtual audience.  Good at troubleshoot and analytical skills Build relationships with partners and customers Team player who enjoys supporting other members of a shared responsibility team  Work in flexible working hours/Shifts    The Ideal Candidate  People-minded: empathizing with, responding to, and problem-solving customer issues  Prompt: make timely decisions based on sound logic and consideration of the consequences  Take initiative: accountability, take required action Organized: clarifying assignment, prioritize work and be detail focus Strategic: offer articulate recommendations and rationale and builds support with important decision-makers  A wet sponge: listening to others to communicate technical information Curious: to learn from mistakes, flexible, and looking for ways to develop new skills  Influential: be a role model inspiring others and affecting a positive impact  About Autodesk   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.