Technical Support Expert for AutoCAD Plant3D
2 weeks ago
About the Role
We are seeking a highly skilled Technical Support Expert to join our team and provide top-notch support services for AutoCAD Plant3D customers. As a key member of our Customer Technical Success Team, you will be responsible for managing reported issues from case logging phase till eventual closure, working closely with product engineering teams and technical leads to achieve successful resolutions.
Key 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 handling and escalation of 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 escalate unresolved issues to senior staff
- Analyze customer trends and maintain support insights for the account team
- Contribute to the development of internal knowledge base quality via the Knowledge Centered Support (KCS) methodology
- Influence product management and development to contribute to successful improvements
Minimum Qualifications
- 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 specialized Toolsets and Data Management software (e.g. AutoCAD Electrical, AutoCAD Mechanical, MEP, Vault, ACC, BIM)
- Proficiency in English language required
- Strong analytical skills and ability to manage multiple projects simultaneously
- Team player who enjoys supporting and working with other members of a shared responsibility team
About Our Offerings
Autodesk is a world leader in 3D design, engineering, and entertainment software. We help innovators turn their ideas into reality, transforming not only how things are made but what can be made. With over 30 years of experience, we have built a reputation for delivering cutting-edge technology that drives creativity and productivity.
Salary Information
The estimated annual salary for this role is around $120,000-$180,000, depending on location and experience. In addition to base salaries, we also offer significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
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