Position Overview

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. 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).

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Operating systems – Windows, MacOS, Linux, Servers, Remote Desktops, and Networks? Then we would like to hear from you.

Responsibilities

• 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
• Actively contribute towards knowledge base articles – creation, validation, or making any amends etc
• Resolve escalated 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, and solutions 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
• Actively manage the personal backlog of support requests
• Manage customer expectations by providing timely updates on progress
• Ability to work in flexible working hours/Shifts. The current shift will be AMER hours

Minimum Qualifications

• Bachelor's degree in Engineering preferably Computer Science or Information Technology
• Troubleshooting experience installing or fixing install and software problems; this is an IT-focused need
• Strong English written and verbal communication skills
• Strong customer service, troubleshooting, and analytical skills
• Functional knowledge of Operating Systems and general program installation experience: Windows (Primary), MAC (Secondary), Linux (occasional need)
• Comfort with Windows system tasks (installs/uninstalls/system troubleshooting)
• 4+ years of experience in a technical support role
• People-minded: empathizing with, responding to, and problem-solving customer issues
• Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves
• Organized: clarifying assignments, prioritizes work, and pays attention to detail to ensure work is done in a timely and high-quality manner
• Strategic: offering articulate recommendations and rationale and building support with key decision-makers
• A wet sponge: actively listening to others to communicate technical information clearly and concisely
• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills
• Influential: being a role model inspiring others and having a positive impact
• Strong written and verbal communication skills
• Experience using Autodesk products is preferred but not required
• Strong written and verbal English communication skills. Additional language skills are advantageous
• 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
• Exceptional team player skills

Preferred Qualifications

• Proficient in Microsoft Office, Slack, Teams, or defect tracking system (JIRA)
• MCSA/MCSE certifications in Windows, Windows Server, Cloud, Productivity, or Mobility

The Ideal Candidate

• Think smart prioritize and apply targeted effort to the work that matters most
• Think innovative relentlessly curious and creative
• Think adaptable embrace uncertainty and flex to changing circumstances quickly
• Feel inclusive work collaboratively with people who are diverse in background, culture, and ways of living
• Feel impactful passionate about making a positive impact, and I am committed to our customer's success
• Feel humble share credit and shoulder responsibility
• Do courageous offer and respond to constructive feedback
• Do accountable do what I say and say what I do
• Do pragmatic approach all work as important work, even if it’s not fun and exciting
• The way we work one Autodesk We act as One Autodesk to get the best results for our customers, our business, and our employees
• The way we work empower Decision Makers We may disagree with a decision, but we fully commit
• The way we work authentic Selves We create a safe environment for people to speak courageously and ask for help
• The way we work integrity We hold each other accountable to the highest ethical standards