Job Requisition ID #23WD70362Position OverviewYou will be responsible for resolving customer issues reported to Autodesk via phone, web, online forums, and other channels all the while documenting these for future use in our Knowledge Base. You may also engage in a variety of proactive support activities such as: developing and presenting webinars, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.ResponsibilitiesTechnical SupportRespond to support requests via multiple channels and following documented processesDocument support interactions in a company-wide case management systemAdvance unresolved issues to senior staff as requiredResearch, verify, and document product defectsActively handle personal backlog of support requestsManage customer and partner expectations by providing timely updates on progressInternal SupportParticipate in product BETA programs & product testing events organised 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 qualityInfluence product management and product development to make improvementsMinimum Qualifications3+ years’ applicable IT experienceExcellent written and verbal English communication skills (Additional language skills are a plus)A passion for helping peopleAptitude for problem-solvingAbility to thrive in a fast-changing environmentAbility to work in flexible working hours/Shifts. Current shift will be AMER hours (05:00PM – 01:30AM IST)Preferred QualificationsFamiliarity using Autodesk Vault or competitive PDM/PLM products (Windchill, Solidworks PDM)Interest in learning introductory CAD skills in Autodesk InventorCustomer service experienceAssociates or BS degree in Information Technology, Computer Science, or equivalent work experienceAcceptable certifications: MCSE, MCSA or other industry standard certificationFunctional Knowledge of Web Architecture (.NET, IIS)Windows Server (2008R2 - 2016)Windows (7-10)Microsoft SQL (2008R2-2017)Ability to write administration scriptsExperience installing, configuring, maintaining, and troubleshooting workstation and server operating systems from MicrosoftSolid understanding of routers, firewalls, web servers, web proxy servers, Active Directory, Group Policies, Windows security, DHCP, DNS, and WINSKnowledge of structured programming languages including LISP, VB, VBA, C, and C++The Ideal CandidateCustomer-focused Building strong customer relationships and delivering customer-centric solutions with empathy and attention to detailDecisive Making good and timely decisions. Clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality mannerAccountable Holding yourself and others accountable to meet commitmentsAction Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasmA Nimble Learner Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunitiesA Team Player Building partnerships and working collaboratively with others to meet shared objectivesValuing Differences Recognising the value that different perspectives and cultures bring to an organisation#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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