Job Requisition ID #

25WD85376

Position Overview

We are looking for a Technical Support Specialist, to Actively engage with Autodesk customers from the construction and AEC community by providing effective technical solutions, direction, and troubleshooting advises.
Do you enjoy solving problems and helping others.
Are you passionate about customer experience.
Are you familiar with Autodesk Revit, Navisworks, BIM, BIM Docs and/or similar software. Then we would like to hear from you!
Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels.
As part of the Customer Technical Success Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads, and cross functional teams to achieve successful resolution.

• Resolve customer issues reported to Autodesk via chat, phone, web, online forums and other channels
• Provide prompt, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation etc.
• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system
• Priority handling and escalation of critical issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system
• Escalate customer issues to internal teams as required
• Actively manage personal backlog of support requests
• Manage customer expectations by providing timely updates on progress

• Bachelor's degree or equivalent experience in Civil, Architecture, Mechanical or related fields
• 2+ years of working experience on Revit, Navisworks, BIM 360, BIM Docs etc. in a production environment
• Knowledge & work experience on Revit MEP is an added advantage
• Demonstrable capability to own the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed
• Demonstrable strong customer service, troubleshooting, and analytical skills
• Exceptional team player skills
• Ability to work in flexible working hours/Shifts
• Strong customer service, troubleshooting, and analytical skills
• Strong written and verbal English communication skills. Additional language skills are advantageous
• 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
• Proven ability to be flexible and learn quickly in a fast environment

• Think Smart I prioritize and apply targeted effort to the work that matters most
• Think Innovative I am relentlessly curious and creative
• Think Adaptable I embrace uncertainty and flex to changing circumstances quickly
• Feel Inclusive I work collaboratively with people who are divers in background, culture, and ways of living
• Feel Impactful I am passionate about making a positive impact, I am committed to our customers' success
• Feel Humble I share credit and shoulder responsibility
• Do Courageous