Job Description

Job Requisition ID #

24WD75299

Position Overview

We are hiring a Senior Technical Support Specialist, Revit to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Revit? Then we would like to hear from you! You will resolve customer issues reported to Autodesk via multiple modalities and other channels and documenting them in our Knowledge Base. You may also have the opportunity to be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk University.

You will report to Manager Support.

You will work in a hybrid work environment from the Bangalore location.

Responsibilities

• Resolve customer issues reported to Autodesk via phone, web, online forums, and other channels
• Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions, such as product features, usage
• Research, verify, and document product issues, solutions in short and clear articles for our Knowledge Base, or in our internal case management system. Respond to support requests for our global customers
• Priority handling and escalation of critical issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system Perform root cause analysis to mitigate recurrence
• Trend analysis of customer issues; maintain support insights for the account team.
• Escalate customer issues to senior staff
• Manage personal backlog of support requests
• Manage customer expectations by providing updates on progress
• Work in AMER PST hours (10pm IST to 6:30am IST)

Minimum Qualifications

• Bachelor\'s degree in Civil engineering/ / Architecture or equivalent degree
• At least 6 years of industry working experience
• Proficiency on Revit and Navisworks knowledge would be an added advantage
• Perform root cause analysis to identify more solutions
• Knowledge of BIM Standards and workflows
• Capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem
• Team player skills
• Work in flexible working hours
• You build customer relationships and gain insights into their needs
• You identify opportunities that benefit our customers and build and find solutions to meet their expectations
• Identify trends in customer issues and share insights with account teams
• Document problems and solutions in short, clear articles for our knowledge base

The Ideal Candidate

Customer-focused

Build customer relationships and deliver customer-centric solutions with empathy

Clarify assignments, prioritising work and attend to detail to ensure work is done and quality manner

Accountable

Hold yourself and others accountable to meet commitments

Take on new opportunities and tough challenges, and enthusiasm

Learn through experimentation when tackling new problems, using both successes and failures as learning opportunities

#LI-SK1

Learn More

About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software \xe2\x80\x93 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 \xe2\x80\x93 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\xe2\x80\x99re 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 transparency

Salary is one part of Autodesk\xe2\x80\x99s competitive compensation package. Offers are based on the candidate\xe2\x80\x99s 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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