Technical Support Specialist

2 months ago

Bengaluru, India Autodesk Full time

Position Overview

We are looking for a Technical Support Specialist (Civil 3D) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc.

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 Product Support Manager and work location will be at Bangalore, India .You would work on assigned shift to support in APAC time zone (6 am - 2:30 pm IST)

Responsibilities

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

Prioritise critical technical issues and monitoring of service level compliance

Document support interactions in a company-wide case management system

Escalate and consult unresolved issues to senior staff

Research, verify and document product defects

Handle personal backlog of support requests

Manage customer and partner expectations

Participate in product beta programmes & product testing events organised by the product development teams

Assist in 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 in Civil 3D

Knowledge & work experience on Infraworks and Vehicle Tracking

Proficiency or familiarity of Construction and BIM industry needs and workflows

Bachelor's degree or equivalent experience in Architecture, Civil, Mechanical, or related field

Additional knowledge of Autodesk products like AutoCAD, Navisworks, Recap, and Structural Bridge Design

Proficiency in English language is required

Strong troubleshooting and analytical skills

Able to manage several projects and technical requests at a time, setting the right priorities

Relationship building with partners and customers

Ability to convey complex technical details coherently to a live or virtual audience

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

The Ideal Candidate

Adaptable: Committed to continuous learning and growth

Inclusive: Work collaboratively with people who are diverse in background, culture, and ways of living.

Accountable: Inform others of decisions and plans that affect them

Demonstrate Integrity: To do what is best for our customers, employees, and partners

Smart: Minimize complexity and strive for simplicity.

Humble: Show confidence, not arrogance; pride, not hubris.

#LI-SV2

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:

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).

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