Senior Technical Support Specialist - BIM/ACC AMER - PST
Job Summary
Job Description
- Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels.
- Provide prompt, and efficient assistance to Autodesk customers on product features, usage, design automation.
- Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base.
- 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.
- Bachelor's degree or equivalent in Civil or Architecture.
- Proficient in managing workflows across BIM and Autodesk Construction Cloud (ACC) platforms within a production environment.
- Skilled in authoring tools such as Revit and Navisworks, with hands-on experience in coordinating and executing BIM processes.
- Possess in-depth knowledge of BIM standards and a strong understanding of BIM 360 and ACC workflows.
- Strong verbal and written English skills.
- Exceptional team player skills.
- Ability to build customer relationships and gain insights into their needs.
- Ability to identify opportunities that benefit our customers and build solutions to meet their expectations.
- Ability to clarify assignments, prioritize work and attend to detail to ensure work is done.
- Annual cash bonuses
- Stock grants
- Comprehensive benefits package
4 skills required
Job Details
Position Overview
We are hiring a Senior Technical Support Specialist for AMER PST shift, to join our friendly team of tech enthusiasts assisting customers to get the best out of their BIM & ACC skills.
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 –AMER PST (10:00 PM IST to 6:30AM IST), 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
Minimum Qualifications
- Bachelor's degree or equivalent in Civil or Architecture
- Proficient in managing workflows across BIM and Autodesk Construction Cloud (ACC) platforms within a production environment. Skilled in authoring tools such as Revit and Navisworks, with hands-on experience in coordinating and executing BIM processes
- Possess in-depth knowledge of BIM standards and a strong understanding of BIM 360 and ACC workflows. Adept at applying these tools and standards to drive efficiency and collaboration in real-world project settings
- 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
- Build customer relationships and find customer-centric solutions with empathy
- Clarify assignments, Prioritizing work and attending to detail to ensure work is done
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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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