Technical Support Specialist, AEC

Job Requisition ID #

21WD47617

Global Technical Support @ Autodesk

Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.

Position Overview

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.

In addition to reacting to customer issues, you may also engage in a variety of proactive support activities; developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

Responsibilities

Respond to support requests via multiple channels and following documented processes

Document support interactions in a company-wide case management system

Advance unresolved issues to senior staff as required

Research, verify, and document product defects

Actively handle personal backlog of support requests

Manage customer and partner expectations by providing timely updates on progress

Participate in product BETA programs & product testing events organized by the product division development teams

Remain informed on improvements in supported products in relevancy to the BIM industry

Assist in the fundamental development and maintenance of knowledge base quality

Influence product management and product development to make improvements

Minimum Qualifications

Bachelor’s degree or related

2+ years of AEC industry experience

Proficiency or familiarity using Revit in a production environment; Knowledge of other AEC products is considered highly desirable

Strong customer service, troubleshooting, and analytical skills

Strong written and verbal English communication skills.

Additional language skills are advantageous

The Ideal Candidate

People-minded: empathizing with, responding to, and problem-solving customer issues

Prompt: making timely decisions based on sound logic and consideration of the consequences

Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves

Organized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner

Strategic: offering articulate recommendations and rationale and builds support with key decision makers

A wet sponge: actively listening to others in order to communicate technical information clearly and concisely

Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills

Influential: being a role model inspiring others and affecting a positive impact

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At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world.

Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.

We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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If you have any questions or require support, contact Autodesk Careers (Careers%20%3Ccareers@autodesk.com%3E) .

Autodesk is the global leader in design and make technology, including industry-leading 3D design, engineering, and entertainment software and services, that offer customers better outcomes though automation and insights for their design and make processes.

With over $3.5 billion in revenue and more than 12,000 employees, Autodesk has established itself as the leading provider of design and make technology that empowers innovators everywhere to achieve the new possible for products, their businesses and the world.

If you’ve ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you’ve experienced what millions of Autodesk customers are doing with our software.

With a vision of a better world designed and made for all, Autodesk serves customers in architecture, engineering, and construction; product design and manufacturing; and digital media and entertainment industries.

Its customers design, fabricate, manufacture, and build anything by visualizing, simulating, and analyzing real-world performance early in the design process.