Job Requisition ID #

25WD89703

Position Overview

We 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. You will work in a hybrid work environment, based in Bangalore. You will work on assigned shift to support in US East coast (5 pm - 1:30 am IST) Time zone.

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 other AutoCAD verticals - AutoCAD Architecture, AutoCAD Electrical, AutoCAD Map 3D, AutoCAD Plant 3D, AutoCAD MEP are a plus

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

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Learn More

About Autodesk
Welcome 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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future 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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

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Working 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: https://www.autodesk.com/careers/sales

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We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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