Senior Technical Support Specialist AutoCAD (EMEA)

Bangalore, Karnataka
Permanent
Full-time

16 days ago

Job Requisition ID #25WD89703Position OverviewWe 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).
Work location - Bangalore, India (the successful candidate will be expected to relocate to Bangalore)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

Learn MoreAbout AutodeskWelcome 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.Sales CareersWorking in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here:Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here:Are you an existing contractor or consultant with Autodesk?Please search for open jobs and apply internally (not on this external site).

Autodesk

Apply Now