Senior Technical Support Specialist

Job Requisition ID 25WD93928 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 CIVIL 3D 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 document 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 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 Solve complex problems of diverse scope by taking a new perspective on existing solutions and applying knowledge of best practices in practical situations 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 Solve complex problems of diverse scopes by taking a new perspective on existing solutions and applying knowledge of best practices in practical situations May also have accountability for leading and improving on-going processes Work independently with close guidance given at critical points May begin to act as a mentor or resource for colleagues with less experience Minimum Qualifications Bachelor s degree or equivalent experience in Civil Architecture Mechanical or a related field Competent knowledge in Civil 3D with 5 or more years of overall experience Knowledge and work experience in ReCap Infraworks and Vehicle Tracking is an added advantage Proficiency or familiarity with Construction and BIM industry needs and workflows Proficiency in the English language is a must written and verbal Able to manage several projects and technical requests simultaneously setting the right priorities Strong troubleshooting and analytical 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 LI-MR2 Learn More 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 - it s at the core of everything we do Our culture guides the way we work and treat each other informs how we connect with customers and partners and defines how we show up in the world When you re an Autodesker you can do meaningful work that helps build a better world designed and made 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 our compensation package may include annual cash bonuses commissions for sales roles stock grants and a comprehensive benefits package Sales Careers Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career Join us and help make a better more sustainable world Learn more here Diversity Belonging We take pride in cultivating a culture of belonging where everyone can thrive Learn more here Are you an existing contractor or consultant with Autodesk Please search for open jobs and apply internally not on this external site