Senior Technical Support Specialist AutoCAD

1 Year ago • 6 Years + • Customer Service

Job Summary

Job Description

As a Senior Technical Support Specialist, you will assist customers with Autodesk products, specifically Inventor Professional. You will resolve customer issues via phone, chat, web, and online forums, providing solutions and troubleshooting. Responsibilities include providing assistance, researching product issues, documenting solutions, handling critical issues, and managing customer expectations. This role involves developing webinars, hosting Q&A sessions, and contributing to the Autodesk Knowledge Network. The role is a hybrid position based in Bangalore, supporting the US East coast time zone.
Must have:
  • Bachelor's degree or diploma in a related field or equivalent experience with AutoCAD
  • 6 or more years of industry experience
  • Competent knowledge in Autodesk AutoCAD, AutoCAD LT
  • Strong written and verbal English communication skills
  • Exceptional team player skills
Good to have:
  • Experience with AutoCAD verticals such as AutoCAD Architecture, AutoCAD Electrical, AutoCAD Map 3D, AutoCAD Plant 3D, AutoCAD MEP
  • Additional language skills are advantageous

Job Details

Job Requisition ID #

25WD89703

Position Overview

We are hiring a Senior Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. Someone to actively engage with Autodesk customers from the Manufacturing community by providing solutions, direction, and general troubleshooting for Inventor Professional. Do you enjoy solving problems and helping others. Are you passionate about customer experience. Are you familiar with Autodesk software like AutoCAD and equivalent software tools. Then we would like to hear from you.

Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in a variety of proactive support activities, developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN). You may also engage in a variety of proactive support activities, developing and presenting webinars, or presenting at company events like Autodesk University. You will work in a hybrid work environment, based in Bangalore. You will work on assigned shift to support in US East coast (5 pm - 1:30 am IST) Time zone.

Responsibilities
 

  • Resolve customer issues reported to Autodesk via chat, phone, web, online forums and other channels

  • Provide prompt, friendly and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage etc

  • Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system

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

  • Document support interactions in a company-wide case management system

  • Escalate customer issues to internal teams as required

  • Actively manage personal backlog of support requests

  • Assisting peer team members and possess strong escalation handling skills

  • Manage customer expectations by providing timely updates on progress and remain informed on improvements in supported products

  • Assist in the fundamental development and maintenance of knowledge base quality

  • Influence product management and product development to make improvements

Minimum Qualifications
 

  • Bachelor's degree or diploma in related field OR equivalent product experience with AutoCAD in relevant industry

  • 6 or more years of industry experience

  • Competent knowledge in Autodesk AutoCAD, AutoCAD LT

  • Experience using other AutoCAD verticals - AutoCAD Architecture, AutoCAD Electrical, AutoCAD Map 3D, AutoCAD Plant 3D, AutoCAD MEP are a plus

  • Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed

  • Exceptional team player skills

  • Strong customer service, troubleshooting, and analytical skills

  • Strong written and verbal English communication skills. Additional language skills are advantageous

  • You build strong customer relationships and gain insights into their needs

  • You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations

  • Proven ability to be flexible and learn quickly in a fast environment

#LI-SK1

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.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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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About The Company

Autodesk is changing how the world is designed and made. Our technology spans architecture, engineering, construction, product design, manufacturing, media, and entertainment, empowering innovators everywhere to solve challenges big and small. From greener buildings to smarter products to more mesmerizing blockbusters, Autodesk software helps our customers to design and make a better world for all. Over 100 million people use Autodesk software like AutoCAD, Revit, Maya, 3ds Max, Fusion 360, SketchBook, and more to unlock their creativity and solve important design, business and environmental challenges. Our software runs on both personal computers and mobile devices and taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate and fabricate their ideas in 3D. We provide exceptional compensation/benefit packages and we’d love for you to join us. We’re proud to be an equal opportunity employer and we consider all qualified applicants without regard to race, gender, disability, veteran status or other protected category. To see our culture in action, check out #AutodeskLife. We are headquartered in the San Francisco Bay Area and have more than 10,000 employees worldwide.

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