Senior Technical Support Specialist - Revit EMEA
Job Description
- Resolve customer issues via chat, phone, web, and online forums.
- Provide prompt and efficient assistance on product features, usage, and design automation.
- Research, verify, and document product issues and solutions in the Knowledge Base.
- Handle priority issues and escalations, ensuring service level compliance.
- Document support interactions in the case management system.
- Perform root cause analysis and identify issue trends.
- Assist team with challenging cases and enable cross-team collaboration.
- Manage personal backlog of support requests.
- Possess strong escalation handling skills.
- Influence product management and development for improvements.
- Build customer relationships and find customer-centric solutions.
- Bachelor's degree or equivalent in Civil or Architecture.
- 6 or more years of industry experience.
- Experience with Revit & Navisworks in a production environment.
- In-depth knowledge of BIM standards.
- Understanding of BIM360 & ACC workflows & BIM.
- Strong verbal and written English skills.
- Demonstrable capability to own, troubleshoot, and solve customer issues.
- Annual cash bonuses
- Commissions for sales roles
- Stock grants
- Comprehensive benefits package
Position Overview
We are hiring a Senior Technical Support Specialist for EMEA shift, to join our friendly team of tech enthusiasts assisting customers to get the best out of their AEC (Revit). Do you enjoy solving problems and helping others? Are you passionate about customer experience? Then we would like to hear from you! You will resolve customer issues reported to Autodesk by multiple modalities and other channels and documenting them in our Knowledge Base. You may also be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk University.
Shift Timing –EMEA (02:00 PM IST to 10:30PM IST) however it may change as per business requirements (the candidate need to be flexible for shift), Work location - Bangalore, India, Hybrid working. You will report to Manager, Technical Support.
Responsibilities
- Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels
- Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation
- 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 important issues and monitoring of service level compliance
- Document support interactions in a company-wide case management system
- Perform root cause analysis, identify issue trends & maintain support insights
- Assist team on challenging cases & enable cross team collaboration
- Actively manage personal backlog of support requests
- Should possess strong escalation handling skills
- Influence product management and product development to make improvements
- Build customer relationships and find customer-centric solutions with empathy
- Clarify assignments, prioritizing work and attending to detail to ensure work is done
Minimum Qualifications
- Bachelor's degree or equivalent in Civil or Architecture
- 6 or more years of industry experience
- Experience on Revit & Navisworks in a production environment with in-depth knowledge of BIM standards. Understating of BIM360 & ACC workflows & BIM
- Strong verbal and written English skills
- Exceptional team player skills
- You build customer relationships and gain insights into their needs
- You identify opportunities that benefit our customers and build solutions to meet their expectations
- Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed
#LI-NB1
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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made 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, our compensation package may include annual cash bonuses, commissions for sales roles, stock 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 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).
