Escalation Lead

Job Requisition ID #

26WD100619

Position Overview

Do you like solving problems? Does a 'Thank you very much you've saved my business!' from a customer put a smile on your face? If yes, read on.

We are looking for an Escalation Lead – Sr. Technical Support Specialist – BIM / Revit (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) to provide support services to Autodesk Customers and Partners in AMER region (PST shift). The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone etc. to connect with customers. Work location will be at Bangalore, India and you will report to Manager, Support function.

Responsibilities As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, and Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling

We ask that you be to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend

You will need to take the ownership of high priority incidents and drive it towards successful closure

Post resolution, analyse the cause, understand the process gaps, and suggest solutions to avoid recurrence of issue

Comply with established guidelines, protocols and procedures as communicated from time to time to support AutoDesk products

Respond to support requests by multiple channels and following documented processes

Participate in driving the organisational vision, global projects; identify more efficient strategies to promote efficiency

Monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organisational standards, prioritise important technical issues and monitoring of service level compliance

Handle personal backlog of support requests. Manage customer and partner expectations by providing updates on progress

Participate in product beta programmes and product testing events organised by the product development teams

Support the fundamental development of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology

Influence and contribute to product management and development to contribute to successful improvements

Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure communication to customers and appropriate team members

Improve communication in the organization; ensure new information is coordinated with support teams and partner teams

Work with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues

Minimum Qualifications Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience

Competent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360

At least 5-7 years of industry working experience. 1+ years of team leadership/team coaching

3+ years of technology and customer support experience

Proficiency or familiarity of Construction and BIM industry needs and workflows

Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem

Team player skills. Work in flexible working hours

You identify opportunities that benefit our customers and build and find solutions to meet their expectations

Team player who enjoys supporting with other members of a shared responsibility team

The Ideal Candidate Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to learning and growth

Inclusive: Work with people who are diverse in background, culture, and ways of living. Seek differing perspectives to create more powerful outcomes. Oversee individual biases and challenge them daily

Accountable: Do what I say and say what I do. Oversee good and bad results. Inform others of decisions and plans that affect them

Transparent and honest. Hold each other accountable to the highest ethical standards. Go to do what is best for our customers, employees, and partners

Smart: Minimise complexity and work toward simplicity. Prioritise and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on others

Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility

#LI-GC3

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. Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification This role may require in-person onboarding and/or in-person ID verification.

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