Technical Support Expert for AutoCAD Plant3D
2 weeks ago
About the Role
We are seeking a seasoned Technical Support Specialist to join our Customer Technical Success Team. The successful candidate will provide expert support services, engage with Autodesk customers, and deliver technical solutions, directions, and troubleshooting advice.
The role involves managing reported issues from case logging phase till eventual closure, collaborating with product engineering teams, technical leads, and other stakeholders to achieve successful resolution.
This is an exciting opportunity to work in a hybrid environment, relocating to Bangalore, and supporting the AMER EST time zone (5 pm - 1:30 am IST). As part of our team, you will contribute to enhancing the customer experience, improving team knowledge, and driving product success.
Key Responsibilities
- Provide timely and effective support through multiple channels, adhering to documented processes.
- Document interactions in a company-wide case management system, maintaining accurate records.
- Conduct research, verify, and document product defects, ensuring seamless issue resolution.
- Prioritize handling and escalation of critical issues, monitoring service level compliance.
- Manage personal backlog of support requests, delivering high-quality results.
- Communicate progress updates to customers and partners, building trust and confidence.
- Participate in product beta programs and testing events organized by product development teams.
- Elevate unresolved issues to senior staff for expert guidance.
- Analyze customer trends, maintain insights for the account team, and inform strategic decision-making.
- Support the development of internal knowledge base quality through the Knowledge Centered Support methodology.
- Influence product management and development to drive successful improvements.
Requirements and Qualifications
- Demonstrated expertise in AutoCAD Plant3D and related Autodesk products.
- Bachelor's degree or diploma in a relevant field or equivalent product experience in AutoCAD Plant3D.
- A minimum of 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry.
- Additionally, knowledge of specialized tools and data management software is highly valued.
- Proficiency in English language is essential.
- Candidates must be able to manage multiple projects and technical requests simultaneously, setting priorities effectively.
- Strong relationships with partners and customers are crucial for success.
- Team player who enjoys supporting and collaborating with colleagues.
Benefits and Salary Information
We offer a competitive compensation package, including a salary range of $120,000-$180,000 per annum, depending on experience and location. In addition, we provide discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
About Autodesk
Welcome to Autodesk, where amazing things are created every day with our software. We help innovators turn their ideas into reality, transforming not only how things are made but what can be made. Our culture at Autodesk values collaboration, innovation, and creativity. Join us as we shape the world and your future
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