Job Requisition ID #23WD67334Position OverviewWe are hiring an Enterprise Technical Support Specialist to join our friendly team of technical experts to assist our Enterprise customers and help them get the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about making a good customer experience? Are you skilled with Autodesk BIM 360 products? Then we would like to hear from you!Reporting to a Support Manager, you would actively engage with Autodesk Enterprise customers and provide solutions, direction, and general troubleshooting for our BIM 360 products via phone, chat, web, online forums, and other channels.Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk UniversityResponsibilitiesRespond to BIM 360 support requests, focusing on our Enterprise Clients, via multiple channels and following documented processesDocument support interactions in a company-wide case management systemPrioritize critical technical issues and monitor service level compliancePerform root cause analysis to mitigate reoccurrenceTrend analysis of customer issues; maintain support insights for account teamResearch, verify and document product defectsActively handle personal backlog of support requestsDocument support interactions in a company-wide case management systemParticipate in product BETA programs & product testing events organized by the product division development teamsRemain informed on improvements in supported products in relevancy to the BIM industryAssist in the fundamental development and maintenance of knowledge base qualityMinimum QualificationsBachelor's degree or related2+ years of BIM, Construction, Architectural or related field experienceProficiency or expertise using BIM software (Field, Glue, Plan, Docs) in a production environmentYou have an advanced knowledge of Construction and BIM industry needs and workflowsYou have demonstrable troubleshooting and analytical skillsYou have excellent facilitation and communication skills in EnglishYou have a strong work ethic, craftsmanship, and quality standardsStrong customer service, troubleshooting, and analytical skillsStrong written and verbal English communication skills. Additional language skills are advantageousKnowledge of additional AEC products is a plusThe Ideal CandidatePeople-minded: empathizing with, responding to, and problem-solving customer issuesPrompt: making timely decisions based on sound logic and consideration of the consequencesTake initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleevesOrganized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high-quality mannerStrategic: offering articulate recommendations and rationale and builds support with key decision makersA wet sponge: actively listening to others in order to communicate technical information clearly and conciselyIntellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skillsInfluential: being a role model inspiring others and affecting a positive impact#LI-POSTClick below to learn more about our benefits in the US.https://benefits.autodesk.com/ 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.Salary is one part of Autodesk’s competitive package. For U.S.-based roles, we expect a starting base salary between $63,100 and $108,900. 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.
View Original Job Posting