This job has expired, please see additional jobs below
Technical Support Specialist
Autodesk
Boston, MA, United States
Job Details - this job has expired, please see similar jobs below
Technical Support Specialist - AEC Products (Revit)
Description
Looking for a career that combines innovative technology and creativity, ultimately helping creative and engineering types to build a better world? If so, meet Autodesk.
The Role
As a global leader in 3D design, engineering, and entertainment software, Autodesk helps people imagine, design, and create a better world. Autodesk accelerates better design through an unparalleled depth of experience and a broad portfolio of software to give customers the power to solve their design, business, and environmental challenges. In addition to designers, architects, engineers, and media and entertainment professionals, Autodesk helps students, educators, and casual creators unlock their creative ideas through user-friendly applications.
Reporting to a Technical Support Manager on the Global Technical Support team, this role is responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other social media channels. In addition to reacting to customer issues, specialists may also engage in a variety of proactive support activities; developing and presenting webinars, hosting Q&A sessions in the forums, and publishing technical articles in the Autodesk Knowledge Network (AKN).
All our specialists collaborate closely with their peers to analyze trends in customer activity to maintain the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer satisfaction and loyalty.
Our ideal candidate is an energetic, tech savvy and customer-focused professional with an engaging personality and excellent communication skills no matter where the customer conversation takes place. They can look past symptoms to determine root cause, make timely decisions on problems/issues requiring immediate attention, and take responsibility for their own performance and actions.
Principal Duties and Responsibilities
Technical Support
• Respond to support requests via multiple channels and following documented processes.
• Document support interactions in a company-wide case management system.
• Escalate unresolved issues to senior staff as required.
• Research, verify, and document product defects.
• Actively manage personal backlog of support requests.
• Manage customer and partner expectations by providing timely updates on progress.
Internal Support
• Participate in product BETA programs.
• Participate in product testing events organized by the product division development teams.
• Remain informed on enhancements in supported products and relevant industry.
• Assist in the fundamental development and maintenance of knowledge base quality.
• Advocate for changes necessary to maintain the knowledge base as an effective tool for achieving business objectives.
• Influence product management and product development to make necessary changes needed to increase customer satisfaction and loyalty.
About You
Understands and is responsive to customer needs, and ensures their problems are resolved.
Makes timely decisions, based on sound logic and consideration of the consequences.
Completes quality work, drives to achieve results and will put in extra effort to ensure that initiatives and projects are successful.
Clarifies assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner.
Offers articulate recommendations and rationale and builds support with key decision makers.
Listens to others, communicates technical information clearly and concisely, and ensures others are informed.
Learns from mistakes, adapts to changing priorities, accepts change, and seeks out ways to develop new skills.
Is a role model and inspires others through their personal commitment.
Job Requirements
• 1 to 3 years’ experience using Revit. Experience with Navisworks would be considered a definite plus for this role.
• Natural curiosity / ability to learn new products & technologies
• Proven customer service experience
• Exceptional team player skills
• Strong written and verbal English communication skills