Escalation Lead - Sr. Technical Support Specialist - BIM / Revit

Job Requisition ID #

25WD89635

Position Overview

Do you like solving problems? Does a 'Thank you very much you've saved my business!' from a customer put a smile on your face? If yes, read on.

As Autodesk completes its transition to a fully subscription and cloud-based company, there has never been a more exciting time to join the Customer Technical Success group as one of our support specialists. If you thrive in a dynamic environment, if you know what it means to do business in the cloud and SaaS and have the proven skills to lead through change then we want to talk to you!

We are looking for an Escalation Lead - Sr. Technical Support Specialist - BIM / Revit (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) to provide support services to Autodesk Customers and Partners. The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone etc to connect with customers.

• As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, & Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling
• This role requires to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend
• The individual needs to take the ownership of high priority incidents & drive it towards successful closure
• Post resolution, analyse the root cause, understand the process gaps, and suggest solutions to avoid recurrence of issue
• Consistently comply with established guidelines, protocols, policies & procedures as communicated from time to time to support AutoDesk products
• Participate in business improvement projects and help operation excellence team in identifying & analysing the areas of improvements

• Respond to support requests via multiple channels and adhering to documented processes
• Participate in driving the organizational vision, global projects, and initiatives; proactively identifies 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
• Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centred 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

• Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience
• Competent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360
• At least 5-7 years of industry working experience. 1+ years of team leadership/ team coaching
• 3+ years of technology and customer support experience
• Proficient in CRM. Experience supporting cloud/SaaS based applications
• Proficiency or familiarity of 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
• You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations
• 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

• Adaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growth
• Inclusive: 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 daily
• Accountable: Do what I say and say what I do. Take responsibility for good and bad results. Inform others of decisions and plans that affect them
• Demonstrate 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 partners
• Smart: 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 others
• Humble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility