Senior Technical Support Specialist

Job Description

Job Requisition ID #

25WD91521

Position Overview

We are hiring a Senior Technical Support Specialist for EMEA shift, to join our friendly team of tech enthusiasts assisting customers to get the best out of their AEC (Revit). Do you enjoy solving problems and helping others Are you passionate about customer experience Then we would like to hear from you You will resolve customer issues reported to Autodesk by multiple modalities and other channels and documenting them in our Knowledge Base. You may also be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk University.

Shift Timing -EMEA (02:00 PM IST to 10:30PM IST) however it may change as per business requirements (the candidate need to be flexible for shift), Work location - Bangalore, India, Hybrid working. You will report to Manager, Technical Support.

Responsibilities

- Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels

- Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation

- 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 important issues and monitoring of service level compliance

- Document support interactions in a company-wide case management system

- Perform root cause analysis, identify issue trends & maintain support insights

- Assist team on challenging cases & enable cross team collaboration

- Actively manage personal backlog of support requests

- Should possess strong escalation handling skills

- Influence product management and product development to make improvements

- Build customer relationships and find customer-centric solutions with empathy

- Clarify assignments, prioritizing work and attending to detail to ensure work is done

Minimum Qualifications

- Bachelor's degree or equivalent in Civil or Architecture

- 6 or more years of industry experience

- Experience on Revit & Navisworks in a production environment with in-depth knowledge of BIM standards. Understating of BIM360 & ACC workflows & BIM

- Strong verbal and written English skills

- Exceptional team player skills

- You build customer relationships and gain insights into their needs

- You identify opportunities that benefit our customers and build solutions to meet their expectations

- Demonstrable capability to own the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed

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