Job Requisition ID #23WD73158Position OverviewYou will report to a Product Support Manager and require the use of judgement and independent decision-making when managing caseload to achieve individual, team, and organisational goals.Shift Timing – It will be EMEA (14:00 – 22:30 however it may change following our requirements (you need to open for shift).Work location - Bangalore, India with Hybrid work model (you are expected to relocate to Bangalore)ResponsibilitiesRespond to support requests by multiple channels (chat, phone, web, online forums, and other channels) and follow documented processesYou will Document support interactions in a company-wide case management systemEscalate and consult unresolved issues to senior staffResearch, verify and document product defectsHandle the personal backlog of support requestsManage customer and partner expectations by providing updates on the progressSupport the fundamental development of internal knowledge base quality, by the Knowledge Centred Support (KCS) methodologyInfluence and contribute to product management and development to contribute to successful improvementsCapability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problemTeam player skills. Work in flexible working hoursMinimum qualificationsBachelor's degree or Diploma in a related field or at least 3 years of product experience in a relevant industryYou will have competent knowledge of Design (CAD), Simulation, Manufacturing (CAM), or related Autodesk products (Autodesk Fusion 360, FeatureCAM, PowerShape, PowerMill, PartMaker, Inventor, Eagle, or similar software)Understand and convey complex technical details coherently to a live or virtual audienceWork with partners and customersTeam player who enjoys supporting with other members of a shared responsibility teamThe Ideal CandidateEmbrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to learning and growthInclusive: Work with people who are diverse in background, culture, and ways of living. Seek differing perspectives to create more powerful outcomes. Oversee individual biases and challenge them dailyAccountable: Do what I say and say what I do. Oversee good and bad results. Inform others of decisions and plans that affect themTransparent and honest. Hold each other accountable to the highest ethical standards. Go to do what is best for our customers, employees, and partners#LI-SK1Learn 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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