Technical Support Specialist, BIM 360 (open)
Job Summary
Job Description
- Respond to BIM 360 support requests from Enterprise and Premium Customers
- Prioritize critical technical issues and monitor service level compliance
- Document support interactions in a company-wide case management system
- Advance unresolved issues to senior staff as required
- Research, verify, and document product defects
- Actively manage personal backlog of support requests
- Manage customer and account team expectations with timely updates
- Stay informed on improvements in supported products for BIM industry
- Assist in fundamental development and maintenance of knowledge base quality
- Influence product management and development for improvements
- Bachelor's degree or related
- 2+ years of BIM industry experience
- Proficiency with BIM software (Field, Glue, Plan, Docs)
- Strong customer service, troubleshooting, and analytical skills
- Strong written and verbal English communication skills
- Additional language skills (Spanish, Portuguese, French)
- Knowledge of AEC products
3 skills required
Job Details
Position Overview
We are hiring a Technical Support Specialist to join our Enterprise Priority team. This is a group of highly motivated industry professionals who are responsible for resolving Enterprise-level customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with BIM 360 and Enterprise workflows?
Then we would like to hear from you!
Reporting to a Support Manager, you would actively engage with Enterprise Priority and Premium customers to provide solutions, direction, and general troubleshooting for BIM 360 products via phone, chat, and web.
Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like University.
Responsibilities
- Respond to BIM 360 support requests from Enterprise and Premium Customers
- Prioritize critical technical issues and monitoring of service level compliance
- Document support interactions in a company-wide case management system
- Advance unresolved issues to senior staff as required
- Research, verify, and document product defects
- Actively handle personal backlog of support requests
- Manage customer and account team expectations by providing timely updates on progress
- Remain informed on improvements in supported products in relevancy to the BIM industry
- 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 related
- 2+ years of BIM industry experience
- Proficiency or familiarity using BIM related software (Field, Glue, Plan, Docs) in a production environment
- Strong customer service, troubleshooting, and analytical skills.
- Strong written and verbal English communication skills. Additional language skills are advantageous- Spanish, Portuguese and/or French
- Knowledge of AEC products is desirable
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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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