Technical Support SpecialistWe are hiring a Technical Support Specialist to join our Product Support Team. This is a group of highly motivated industry professionals who are responsible for resolving customer issues through an empathetic approach. Do you enjoy solving problems and helping others?
Are you passionate about customer experience? Are you familiar with AutoCAD Electrical and Enterprise workflows?Then we would like to hear from you!Reporting to a Support Manager, you would actively engage with Autodesk customers to provide solutions, direction, and general troubleshooting for AutoCAD Electrical products via phone and web.Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.Responsibilities:Respond to AutoCAD Electrical and AutoCAD support requests from customersPrioritize critical technical issues and monitor service level complianceDocument support interactions in a company-wide case management systemAdvance unresolved issues to senior staff as requiredResearch, verify, and document product defectsActively handle personal backlog of support requestsManage customer and partner expectations by providing timely updates on progressAssist in the fundamental development and maintenance of knowledge base qualityMinimum Qualifications:Bachelor's in Engineering or related6+ years of industry experienceProficiency or familiarity using AutoCAD and AutoCAD Electrical software in a production environmentKnowledge of additional AutoCAD verticals a plusStrong customer service, troubleshooting, and analytical skillsStrong written and verbal English communication skills.
Additional language skills are advantageousThe Ideal Candidate:People-minded: empathizing with, responding to, and problem-solving customer issuesPrompt: making timely decisions based on sound logic and consideration of the consequencesTake initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleevesOrganized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high-quality mannerStrategic: offering articulate recommendations and rationale and builds support with key decision makersA wet sponge: actively listening to others in order to communicate technical information clearly and conciselyIntellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skillsInfluential: being a role model inspiring others and affecting a positive impactOur specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.Learn more about Autodesk and our culture here.