Job Description

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. Someone to actively engage with Autodesk customers from the Manufacturing community by providing solutions, direction, and general troubleshooting for AutoCAD. Do you enjoy solving problems and helping others. Are you passionate about customer experience. Are you familiar with Autodesk software like AutoCAD and equivalent software tools. Then we would like to hear from you.

Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility.

This role requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.

Responsibilities

Respond to support requests via multiple channels and adhere to documented processes

Participate in driving the organizational vision, global projects and initiatives; proactively identify more efficient strategies to promote efficiency

Measure 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 compliance

Actively handle personal backlog of support requests

Manage customer and partner expectations by providing timely updates on progress

Participate in product beta programs & product testing events organized by the product development teams

Research and verify product issues/solution using our Knowledge Base or our internal case management system

Assist in the 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 improvements

Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

Drive communication in the organization; ensure new information is coordinated with support teams and partner teams

Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues

Minimum Qualifications

Bachelor's degree or diploma in related field OR equivalent product experience with AutoCAD in relevant industry

Competent knowledge in Autodesk AutoCAD, AutoCAD LT

Experience using other AutoCAD verticals - AutoCAD Architecture, AutoCAD Electrical, AutoCAD Map 3D, AutoCAD Plant 3D, AutoCAD MEP are a plus

At least 5 - 7 years of industry working experience

3+ years of technology and customer support experience

Proficient in CRM

Experience supporting cloud/SaaS based applications

Proficiency or familiarity with Construction and BIM industry needs and workflows

Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem

Exceptional team player skills

Ability to work in flexible working hours

You build strong customer relationships and gain insights into their needs

Able to manage several projects and technical requests at a time, setting the right priorities

Demonstrated ability to build and maintain strong relationships with partners and customers

Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience

Team player who enjoys supporting and interacting with other members of a shared responsibility team

Job Type: Full-time

Pay: ?400,000.00 - ?1,100,000.00 per year

Work Location: Remote