Job Requisition ID #
24WD77432
Position Overview
We are looking for a Technical Support Specialist (Civil 3D) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc.
As part of the Customer Technical Success Team, you will manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads and teams to achieve successful resolution.
You will report to Product Support Manager and work location will be at Bangalore, India .You would work on assigned shift to support in APAC time zone (6 am - 2:30 pm IST)
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Responsibilities
- Respond to support requests via multiple channels and adhering to documented processes
- Prioritise critical technical issues and monitoring of service level compliance
- Document support interactions in a company-wide case management system
- Escalate and consult unresolved issues to senior staff
- Research, verify and document product defects
- Handle personal backlog of support requests
- Manage customer and partner expectations
- Participate in product beta programmes & product testing events organised by the product development teams
- Assist in the fundamental development 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
Minimum Qualifications
- Competent knowledge in Civil 3D
- Knowledge & work experience on Infraworks and Vehicle Tracking
- Proficiency or familiarity of Construction and BIM industry needs and workflows
- Bachelor's degree or equivalent experience in Architecture, Civil, Mechanical, or related field
- Additional knowledge of Autodesk products like AutoCAD, Navisworks, Recap, and Structural Bridge Design
- Proficiency in English language is required
- Strong troubleshooting and analytical skills
- Able to manage several projects and technical requests at a time, setting the right priorities
- Relationship building with partners and customers
- 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
The Ideal Candidate
- Adaptable: Committed to continuous learning and growth
- Inclusive: Work collaboratively with people who are diverse in background, culture, and ways of living.
- Accountable: Inform others of decisions and plans that affect them
- Demonstrate Integrity: To do what is best for our customers, employees, and partners
- Smart: Minimize complexity and strive for simplicity.
- Humble: Show confidence, not arrogance; pride, not hubris.
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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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