Technical Support Specialist (22WD62773) | Autodesk | Bangalore, KA

September 20, 2022

Job description:

Autodesk is looking for a Product Support Specialist (for Autodesk Revit, BIM 360, Navisworks Construction Cloud application) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise.

The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc. Using analytical and communication skills. This role ensures technical problems are understood, documented, and resolved promptly and effectively, creating outstanding customer experience, and enhancing the team’s knowledge.

As part of the Global Product Support Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads, and cross functional teams to achieve successful resolution.

This role reports to a Product Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.

Work location will be at Bangalore, India and successful candidate will be expected to relocate to Bangalore.

Job duties and responsibilities:

Respond to support requests via multiple channels and adhering to documented processes
Prioritize critical technical issues and monitoring of service level compliance
Document support interactions in a company-wide case management system
Escalate and consult unresolved issues to senior staff as required
Research, verify and document product defects
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 Cantered Support (KCS) methodology
Influence and contribute to product management and development to contribute to successful improvements

Qualifications and Experience required:

Competent knowledge in Revit, Navisworks, Construction Cloud-based applications, like BIM360
Proficiency or familiarity of Construction and BIM industry needs and workflows
Bachelor’s degree or equivalent experience in Architecture, Civil, Mechanical, or related field
Additional knowledge of Autodesk products like Civil3D, Navisworks, Plant3D is a plus
Proficiency in English language is required
Strong troubleshooting and analytical skills
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

The Ideal Candidate:

Adaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growth
Inclusive: Work collaboratively with people who are diverse in background, culture, and ways of living. Actively seek differing perspectives to create more powerful outcomes. Own individual biases and challenge them daily
Accountable: Do what I say and say what I do. Take responsibility for good and bad results. Inform others of decisions and plans that affect them
Demonstrate Integrity: Transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what’s required to do what is best for our customers, employees, and partners
Smart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on others
Humble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility