Job Requisition ID #24WD81237Position OverviewCome join the Autodesk Tandem team and be part of a startup-like environment with a big impact on a brand-new product at the forefront of new technology! Our mission is to create Digital Twin technology and solutions that help people imagine, create, and transform how buildings are designed, built, and operated.Autodesk is hiring a Product Support Specialist who has experience with resolving technical issues to a high degree of customer satisfaction while building towards long term customer success, experience, and adoption. You excel at building empathy for the customer and relentlessly pursuing their challenges, issues, and questions with the onboarding and usage of our product as well as helping customers realize the power of the Autodesk Tandem solution. You will report to the Head of Customer Success in this role.To be successful in this role you need to be passionate about ensuring outstanding customer experiences, be an unyielding advocate for customer needs, be able to lead by influence at all levels of the organization, and have the desire to build product and technology awareness among customers, partners and stakeholders. You are the liaison and trusted advisor to the Autodesk Tandem team and work to establish key relationships and connection points to translate customer challenges into well-articulated published workflow solutions.ResponsibilitiesAssist Autodesk Tandem customers by responding to questions and issues submitted via multiple communication platforms. Customer interactions can include, but are not limited to troubleshooting technical issues, product usage questions, onboarding, setup, and fielding licensing and account management issues inquiriesManage customer cases by:Logging cases with accurate information to provide a full record of each issue and resolutionPerforming research, root cause analysis, and troubleshooting to resolve casesUnderstanding the customer needs and providing proactive suggestions to improve customer useEscalating critical issues while partnering with engineering for resolution for customerUpdating the customer with issue status, resolution expectations, and workaroundsDevelop reports with trend analysis of customer issues and maintain support insightsShare your knowledge of our products by contributing to the development of our knowledge baseAdvocate the customers’ needs by actively participating on our community message boardsLearn and understand the workflows and requirements of customers and help them to understand how they can leverage Autodesk Tandem to bring value to their organizationCreate and deliver effective content for the customer to achieve the full potential of their technology investment through a variety of mediums, online and in personAssist with our customer Beta program including customer on-boarding, training, check-in, and collation of customer feedback to the product teamsMinimum Qualifications2+ years’ experience with the BIM, Architecture, Construction industry or related fields3+ years’ experience supporting customers in the software industryCustomer experiencesLearn 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!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $88,400 and $143,000. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment Opportunity 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.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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