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Senior Technical Support Specialist

4 weeks ago

Bengaluru, Karnataka, India Autodesk Full time
Job Title: Senior Technical Support Specialist

We are seeking a highly skilled Senior Technical Support Specialist to join our team at Autodesk. As a key member of our Customer Technical Success Team, you will provide technical support services to our customers, engaging with them to provide solutions, directions, and troubleshooting advice.

Responsibilities:
  • Respond to support requests through multiple channels and adhere to documented processes
  • Document support interactions in a company-wide case management system
  • Research, verify, and document product defects
  • Prioritize and escalate critical issues and monitor service level compliance
  • Manage customer and partner expectations by providing updates on progress
  • Participate in product beta programs and product testing events organized by the product development teams
  • Evaluate and consult unresolved issues with senior staff
  • Analyze customer issues and maintain support insights for the account team
  • Contribute to the development of internal knowledge base quality using the Knowledge Centered Support (KCS) methodology
  • Influence and contribute to product management and development to drive successful improvements
Requirements:
  • Competent knowledge of AutoCAD Plant3D and related Autodesk products
  • Bachelor's degree or diploma in a related field or equivalent product experience in AutoCAD Plant3D in a relevant industry
  • At least 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry
  • Additional knowledge of products within the AutoCAD, specialized Toolsets, and Data Management software
  • Proficiency in English language required
  • Ability to manage multiple projects and technical requests simultaneously, setting priorities
  • Strong relationships with partners and customers
  • Team player who enjoys supporting and working with other members of a shared responsibility team
About Autodesk:

Welcome to Autodesk, where 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, where our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, leading to even better outcomes for our customers.

When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us.