Job Description

Job Requisition ID #

23WD72280

Position Overview

We are hiring a Technical Support Specialist for AMER shift, to join our friendly team of tech enthusiasts assisting customers to get the best out of their AEC & BIM, Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with BIM360 standards and workflows? Then we would like to hear from you! You will resolve customer issues reported to Autodesk by 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.

Shift Timing \xe2\x80\x93 It will be AMER PST (10PM IST to 6:30AM IST

Work location - Bangalore, India with Hybrid work model (you are expected to relocate to Bangalore)

Reporting - You will report to Manager, Technical Support

Responsibilities

Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels

• Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation
• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system
• Priority handling and escalation of important issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system
• Escalate customer issues to our teams
• Manage personal backlog of support requests
• Manage customer expectations by providing updates on progress

Minimum Qualifications

• Bachelor\'s degree or equivalent in Civil or Architecture
• Experience with BIM 360, BIM docs and Revit in a production environment
• Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem or escalate
• Team player skills
• Work in flexible working hours/Shifts. Current shift will be AMER-PST (10PM IST to 6:30AM IST)
• You build customer relationships and gain insights into their needs
• You identify opportunities that benefit our customers and build solutions to meet their expectations

The Ideal Candidate

Customer-focused

• Build customer relationships and find customer-centric solutions with empathy
• Clarify assignments, prioritising work and attending to detail to ensure work is done

Accountable

• Hold yourself and others accountable to meet commitments

#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.

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:

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