Job Requisition ID #24WD75134Position Overview We are hiring a Technical Support Specialist to support America's East Coast customers (working hrs 5.00 pm to 1.30 am), Revit to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Revit? Then we would like to hear from you! You will be responsible for resolving customer issues reported to Autodesk via various modalities and other channels and documenting them in our Knowledge Base. You may also have the opportunity to be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk UniversityLocation: Bangalore, Workplace: You will work in a Hybrid workplace from the Bangalore location, Reporting : You will report to the Manager SupportResponsibilities Resolve customer issues reported to Autodesk via phone, web, online forums and other channelsProvide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions, such as product features, usageResearch, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system. Respond to support requests for our global customersPriority handling and escalation of critical issues and monitoring of service level complianceDocument support interactions in a company-wide case management system Perform root cause analysis to mitigate recurrenceTrend analysis of customer issues; maintain support insights for account team.Escalate customer issues to senior staffManage personal backlog of support requestsManage customer expectations by providing updates on progressMinimum Qualifications Bachelor's degree in Civil engineering/ / Architecture or equivalent degreeAt least 2 - 4 years of industry working experienceProficiency on Revit and Navisworks knowledge would be an added advantage.Knowledge of Revit usage, Standards and workflowsteam player skillsCommunication with Stakeholders and customer engagementProficiency in remote support tools, customer relationship management systems, and ticketing systemsYou build customer relationships and gain insights into their needsYou identify opportunities that benefit our customers and build and provide solutions to meet their expectationsThe Ideal CandidateCustomer-focusedAccountableOne AutodeskA Nimble Learner#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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