Senior Technical Support Specialist

5 months ago

Bengaluru, India Autodesk Full time

Position Overview

We are looking for a Senior Technical Support Specialist - AutoCAD Plant3D to provide support services and engages Autodesk customers in providing technical solutions, directions, and troubleshooting advise. The support services will be conducted by standard modalities like Web, Chat, Schedule-A-Call, Phone Using analytical, you will ensure technical problems are understood, documented, and resolved promptly, creating outstanding customer experience and enhancing the team's knowledge.

As part of the Customer Technical Success Team, you will manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads and teams to achieve successful resolution.

You will report to a Product Support Manager.

You will work in a hybrid work environment, and you will relocate to Bangalore. You would work on assigned shift to support in AMER EST time zone (5 pm - 1:30 am IST)

Responsibilities

Respond to support requests through multiple channels and adhering to documented processes

Document support interactions in a company-wide case management system

Research, verify and document product defects

Priority handling and escalation of critical issues and monitoring of service level compliance

Handle personal backlog of support requests

Manage customer and partner expectations by providing updates on progress

Participate in product beta programmes and product testing events organized by the product development teams

Escalate and consult unresolved issues to senior staff

Trend analysis of customer issues; maintain support insights for the account team

Support the fundamental development of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology

Influence and contribute to 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 related field OR equivalent product experience in AutoCAD Plant3D in relevant industry

At least 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry

Additional knowledge of the products within the AutoCAD, specialised Toolsets and Data Management software (eg. AutoCAD Electrical, AutoCAD Mechanical, MEP, Vault, ACC, BIM, etc)

Proficiency in English language is required

You will manage several projects and technical requests at a time, setting the right priorities

You will build strong relationships with partners and customers

Team player who enjoys supporting and working with other members of a shared responsibility team

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 – 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, which leads 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

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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:

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