Job Requisition ID #
23WD73158
Position Overview
You will report to a Product Support Manager and require the use of judgement and independent decision-making when managing caseload to achieve individual, team, and organisational goals.
Shift Timing - It will be EMEA (14:00 - 22:30 however it may change following our requirements (you need to open for shift).
Work location - Bangalore, India with Hybrid work model (you are expected to relocate to Bangalore)
Responsibilities
- You will Respond to support requests by multiple channels (chat, phone, web, online forums, and other channels) and follow documented processes
- You will Document support interactions in a company-wide case management system
- You will escalate and consult unresolved issues to senior staff
- You will Research, verify and document product defects
- You will Handle the personal backlog of support requests
- Manage customer and partner expectations by providing updates on the progress
- Support the fundamental development of internal knowledge base quality, by the Knowledge Centred Support (KCS) methodology
- Influence and contribute to product management and development to contribute to successful improvements
- Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem
- Team player skills. Work in flexible working hours
- Minimum qualifications
- Bachelor's degree or Diploma in a related field or at least 3 years of product experience in a relevant industry
- You will have competent knowledge of Design (CAD), Simulation, Manufacturing (CAM), or related Autodesk products (Autodesk Fusion 360, FeatureCAM, PowerShape, PowerMill, PartMaker, Inventor, Eagle, or similar software)
- You Understand and convey complex technical details coherently to a live or virtual audience
- Work with partners and customers
- You are a Team player who enjoys supporting with other members of a shared responsibility team
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The Ideal Candidate
- We Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to learning and growth
- Inclusive: We Work with people who are diverse in background, culture, and ways of living. Seek differing perspectives to create more powerful outcomes. Oversee individual biases and challenge them daily
- Accountable: You Do what You say and say what You do. Oversee good and bad results. Inform others of decisions and plans that affect them
- Transparent and honest. We Hold each other accountable to the highest ethical standards. Go to do what is best for our customers, employees, and partners
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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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