Job Requisition ID #

25WD90925

Position Overview

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. 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).

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Operating systems – Windows, MacOS, Linux, Servers, Remote Desktops, and Networks? Then we would like to hear from you.

Responsibilities

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 

Actively contribute towards knowledge base articles – creation, validation, or making any amends etc

Resolve escalated 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, and solutions 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

Actively manage the personal backlog of support requests

Manage customer expectations by providing timely updates on progress

Ability to work in flexible working hours/Shifts. The current shift will be AMER hours

Minimum Qualifications

Bachelor's degree in Engineering preferably Computer Science or Information Technology

Troubleshooting experience installing or fixing install and software problems; this is an IT-focused need

Strong English written and verbal communication skills

Strong customer service, troubleshooting, and analytical skills

Functional knowledge of Operating Systems and general program installation experience: Windows (Primary), MAC (Secondary), Linux (occasional need)

Comfort with Windows system tasks (installs/uninstalls/system troubleshooting)

4+ years of experience in a technical support role

People-minded: empathizing with, responding to, and problem-solving customer issues 

Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves 

Organized: clarifying assignments, prioritizes work, and pays attention to detail to ensure work is done in a timely and high-quality manner 

Strategic: offering articulate recommendations and rationale and building support with key decision-makers 

A wet sponge: actively listening to others to communicate technical information clearly and concisely 

Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills 

Influential: being a role model inspiring others and having a positive impact 

Strong written and verbal communication skills

Experience using Autodesk products is preferred but not required

Strong written and verbal English communication skills. Additional language skills are advantageous

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

Exceptional team player skills

Preferred Qualifications

Proficient in Microsoft Office, Slack, Teams, or defect tracking system (JIRA)

MCSA/MCSE certifications in Windows, Windows Server, Cloud, Productivity, or Mobility

The Ideal Candidate

Think smart prioritize and apply targeted effort to the work that matters most

Think innovative relentlessly curious and creative

Think adaptable embrace uncertainty and flex to changing circumstances quickly

Feel inclusive work collaboratively with people who are diverse in background, culture, and ways of living

Feel impactful passionate about making a positive impact, and I am committed to our customer's success

Feel humble share credit and shoulder responsibility

Do courageous offer and respond to constructive feedback

Do accountable do what I say and say what I do

Do pragmatic approach all work as important work, even if it’s not fun and exciting

The way we work one Autodesk We act as One Autodesk to get the best results for our customers, our business, and our employees

The way we work empower Decision Makers We may disagree with a decision, but we fully commit

The way we work authentic Selves We create a safe environment for people to speak courageously and ask for help

The way we work integrity We hold each other accountable to the highest ethical standards

#LI-NB1

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 – 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 Careers

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

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

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