Senior Technical Support Specialist AutoCAD (EMEA)

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.

Shift Timing – It will be EMEA, primarily 14:00 – 22:30 however it may change as per business requirements (the candidate need to be flexible for shift).

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 any one of the AutoCAD verticals is a MUST - AutoCAD Architecture OR AutoCAD Electrical OR AutoCAD Map 3D OR AutoCAD Plant 3D OR AutoCAD MEP
• 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