Job Requisition ID #25WD85376Position OverviewWe are looking for a Technical Support Specialist, to Actively engage with Autodesk customers from the construction and AEC community by providing effective technical solutions, direction, and troubleshooting advises.Do you enjoy solving problems and helping others.Are you passionate about customer experience.Are you familiar with Autodesk Revit, Navisworks, BIM, BIM Docs and/or similar software. Then we would like to hear from you!Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels.As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads, and cross functional teams to achieve successful resolution.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 etc.Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management systemPriority handling and escalation of critical issues and monitoring of service level complianceDocument support interactions in a company-wide case management systemEscalate customer issues to internal teams as requiredActively manage personal backlog of support requestsManage customer expectations by providing timely updates on progressMinimum QualificationsBachelor's degree or equivalent experience in Civil, Architecture, Mechanical or related fields2+ years of working experience on Revit, Navisworks, BIM 360, BIM Docs etc. in a production environmentKnowledge & work experience on Revit MEP is an added advantageDemonstrable 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 skillsExceptional team player skillsAbility to work in flexible working hours/ShiftsStrong customer service, troubleshooting, and analytical skillsStrong written and verbal English communication skills. Additional language skills are advantageousYou build strong customer relationships and gain insights into their needsYou identify opportunities that benefit our customers and build and 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 CourageousShift Timing – It will be EMEA, primarily 14:00 – 22:30 however it may change as per business requirements (the candidate need to be flexible for shift).Work location - will be at Bangalore, India and successful candidate will be expected to relocate to Bangalore.#LI-SA1Learn 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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