Job Requisition ID #
24WD79164
Position Overview
We are looking for a Senior Technical Support Specialist - AutoCAD Plant3D to provide support services and engage Autodesk customers in providing technical solutions, directions, and troubleshooting advise. The support services will be conducted by standard modalities like Web, Chat, Schedule-A-Call, Phone Using analytical, you will ensure technical problems are understood, documented, and resolved promptly, creating outstanding customer experience and enhancing the team's knowledge.
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 a Product Support Manager.
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You will work in a hybrid work environment, based in Bangalore. You will work on assigned shift to support in AMER Eastern Standard Timezone (5 pm - 1:30 am IST).
Responsibilities
- Respond to support requests through multiple channels and adhering to documented processes
- Document support interactions in a company-wide case management system
- Research, verify and document product defects
- Priority handling and escalation of critical issues and monitoring of service level compliance
- Handle personal backlog of support requests
- Manage customer and partner expectations by providing updates on progress
- Participate in product beta programmes and product testing events organized by the product development teams
- Escalate and consult unresolved issues to senior staff
- Trend analysis of customer issues; maintain support insights for the account team
- Support 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 of AutoCAD Plant3D and related Autodesk products
- Bachelor's degree or diploma in related field OR equivalent product experience in AutoCAD Plant3D in relevant industry
- At least 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry
- Additional knowledge of the products within the AutoCAD, specialised Toolsets and Data Management software (eg. AutoCAD Electrical, AutoCAD Mechanical, MEP, Vault, ACC, BIM, etc)
- Proficiency in English language is required
- You will manage several projects and technical requests at a time, setting the right priorities
- You will build strong relationships with partners and customers
- Team player who enjoys supporting and working with other members of a shared responsibility team
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About Autodesk
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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.
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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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