Technical Support Specialist - VAULT

Job Requisition ID #23WD71121Job Description for Technical Support Specialist - VAULTPosition Overview We are looking for a Technical Support Specialist (Vault) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc.Using analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating outstanding customer experience and enhancing the team's knowledge.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.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. Shift 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 - Bangalore, India (the successful candidate will be expected to relocate to Bangalore) ResponsibilitiesRespond to support requests via multiple channels and adhering to documented processesProvide timely, friendly and efficient assistance to AutoDesk customers on variety of issues/questionsPrioritize critical technical issues and monitoring of service level complianceDocument support interactions in a company-wide case management systemEscalate and consult 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 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) methodologyInfluence and contribute to product management and development to contribute to successful improvementsMinimum QualificationsCompetent knowledge & Experience in Autodesk Vault or a similar Data Management system with 3 or more years of overall experience.Bachelor's degree or equivalent experience in Mechanical Engineering or related fieldKnowledge in JavaScript, Applications Programming Interface (API’s), Information Technology will be an added advantageProficiency in English language is requiredStrong troubleshooting and analytical skillsAble 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 responsibilityThe 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-POSTLearn 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).