Senior Technical Support Specialist

Job Requisition ID #

26WD99498

Position Overview   Autodesk is looking for a Senior Technical Support Specialist (BIM360 / Autodesk Construction Cloud applications, Autodesk Revit, Navisworks,) APAC shift to provide support services and engage Autodesk customers in providing effective technical solutions, guidance, and troubleshooting advice. With a clear focus on helping customers adopt industry leading design tools, this role is responsible for addressing customer product issues reported to us primarily via scheduling a call, logging a case or chat. All our teams have a direct influence on customer adoption and enable customers to realize the value of their investment.   Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility.

This role reports to a Technical Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals. The work location will be in Bangalore, India, and successful candidate will be expected to relocate to Bangalore.

Responsibilities   Respond to support requests via multiple channels and adhere to documented processes

Participate in driving the organizational vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency

Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards. Prioritize critical technical issues and monitoring of service level compliance

Actively handle personal backlog of support requests

Manage customer and partner expectations by providing timely updates on progress

Participate in product beta programs & product testing events organized by the product development teams

Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered 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 timely communication to customers and appropriate stakeholders

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

Work closely 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  

Proficient in CRM  

Experience supporting cloud/SaaS based applications

Proficiency or familiarity with Construction and BIM industry needs and workflows

Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem

Exceptional team player skills

Ability to work in flexible working hours

You build strong customer relationships and gain insights into their needs

Able to manage several projects and technical requests at a time, setting the right priorities

Demonstrated ability to build and maintain strong relationships with partners and customers

Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience

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

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