Technical Support Engineer

Autodesk is looking for a Technical Support Specialist (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) 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 requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.

Responsibilities

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

·       Participate in driving the organizational vision, global projects and initiatives; proactively identify 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

·       Research and verify product issues/solution using our Knowledge Base or our internal case management system

·       Assist in the 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

·       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