Job Requisition ID #23WD69962Position OverviewDo you like solving problems? Does a 'Thank you very much you've saved my business!' from a customer put a smile on your face? If yes, read on.As Autodesk completes its transition to a fully subscription and cloud-based company, there has never been a more exciting time to join the Customer Technical Success group as one of our support specialists. If you thrive in a dynamic environment, if you know what it means to do business in the cloud and SaaS and have the proven skills to lead through change then we want to talk to you!We are looking for an Escalation Lead – Sr. Technical Support Specialist – BIM / Revit (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) to provide support services to Autodesk Customers and Partners. The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone etc to connect with customers. The ideal candidate for this role should possess excellent analytical and communication skills, to ensure technical problems are understood, documented, and resolved promptly and effectively. As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging till closure, in close collaboration with product engineering team, team leads, and cross functional teams to achieve successful resolution.This role reports to a Product Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals. Work location will be at Bangalore, India and successful candidate will be expected to relocate to Bangalore.Responsibilities As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, & Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handlingThis role requires to work in a 24/7 environment, including weekends However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekendThe individual needs to take the ownership of high priority incidents & drive it towards successful closurePost resolution, analyse the root cause, understand the process gaps, and suggest solutions to avoid recurrence of issueConsistently comply with established guidelines, protocols, policies & procedures as communicated from time to time to support AutoDesk productsParticipate in business improvement projects and help operation excellence team in identifying & analyzing the areas of improvementsRespond to support requests via multiple channels and adhering to documented processesParticipate in driving the organizational vision, global projects, and initiatives; proactively identifies more efficient strategies to promote efficiencyMeasure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards, prioritize critical technical issues and monitoring of service level complianceActively handle personal backlog of support requests. Manage customer and partner expectations by providing timely updates on progressParticipate in product beta programs & product testing events organized by the product development teamsAssist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology.Influence and contribute to product management and development to contribute to successful improvementsDirect investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholdersDrive communication in the organization; ensure new information is coordinated with support teams and partner teamsWork closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issuesMinimum QualificationsBachelor’s degree in a Design, Engineering, or Infrastructure subject, or equivalent work experienceCompetent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360At least 5-7 years of industry working experience. 1+ years of team leadership/team coaching3+ years of technology and customer support experience Proficient in CRM. Experience supporting cloud/SaaS based applications.Proficiency or familiarity of Construction and BIM industry needs and workflowsDemonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problemExceptional team player skills. Ability to work in flexible working hours.You build strong customer relationships and gain insights into their needs.You identify opportunities that benefit our customers and build and deliver solutions to meet their expectationsAble to manage several projects and technical requests at a time, setting the right prioritiesDemonstrated ability to build and maintain strong relationships with partners and customersExcellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audienceTeam player who enjoys supporting and interacting with other members of a shared responsibility teamThe Ideal CandidateAdaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growthInclusive: Work collaboratively with people who are diverse in background, culture, and ways of living. Actively seek differing perspectives to create more powerful outcomes. Own individual biases and challenge them dailyAccountable: Do what I say and say what I do. Take responsibility for good and bad results. Inform others of decisions and plans that affect themDemonstrate Integrity: Transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what’s required to do what is best for our customers, employees, and partnersSmart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on othersHumble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility#LI-SK1At 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. 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.
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