Job Requisition ID #24WD75299Position Overview We are hiring a Senior Technical Support Specialist, 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 resolve customer issues reported to Autodesk via multiple 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 University.You will report to Manager Support.You will work in a hybrid work environment from the Bangalore location.Responsibilities 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, solutions 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 the account team.Escalate customer issues to senior staffManage personal backlog of support requestsManage customer expectations by providing updates on progressWork in AMER PST hours (10pm IST to 6:30am IST)Minimum Qualifications Bachelor's degree in Civil engineering/ / Architecture or equivalent degreeAt least 6 years of industry working experienceProficiency on Revit and Navisworks knowledge would be an added advantagePerform root cause analysis to identify more solutionsKnowledge of BIM Standards and workflowsCapability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problemTeam player skillsWork in flexible working hoursYou build customer relationships and gain insights into their needsYou identify opportunities that benefit our customers and build and find solutions to meet their expectationsIdentify trends in customer issues and share insights with account teamsDocument problems and solutions in short, clear articles for our knowledge baseThe Ideal CandidateCustomer-focusedBuild customer relationships and deliver customer-centric solutions with empathyClarify assignments, prioritising work and attend to detail to ensure work is done and quality mannerAccountableHold yourself and others accountable to meet commitmentsTake on new opportunities and tough challenges, and enthusiasmLearn through experimentation when tackling new problems, using both successes and failures as learning opportunities#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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