Job Requisition ID #
24WD75378
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 document 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. This job is a Hybrid from the Bangalore location and you will be reporting to the Manager of Technical Support. Work in AMER PST hours (10pm IST to 6:30am IST)
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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, solution 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
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
- 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 provide solutions to meet their expectations
- Identify trends in customer issues and share insights with account teams
- Verify product issues
- Document problems and solutions in short, clear articles for our knowledge base
The Ideal Candidate
- Customer-focused
- Clarify assignments, prioritise work and attend to detail to ensure work is done
- Accountable
- Take on new opportunities and tough challenges,, and enthusiasm
- Stay up to date with industry trends
- Learn through experimentation when solving new problems, using both successes and failures as learning opportunities
- A Team Player
#LI-SK1
Learn More
About Autodesk
Welcome 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 transparency
Salary 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 & Belonging
We 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-belonging
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