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Premium Support Specialist
Autodesk
Denver, CO, United States
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AEC Premium Support Specialist
Description
Who We Are
Autodesk helps people imagine, design and create a better world. We make software for people who make things.
If you’ve ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you’ve experienced what millions of Autodesk customers are doing with our software. With Autodesk, you have the power to make anything.
Who We Are Looking For & Why
Given Autodesk’s dynamic Business Model Transformation and our focus on Customer Success, Premium Support Services is looking for highly motivated support professionals who will be responsible for resolving Enterprise customer issues with a Customer Success mind-set.
The Team You Will Join
You will join the Premium Support Services (PSS) group within Customer Success Services and part of our 2000+ person Worldwide Sales and Field Operations organization – a team that values professional development and rewards high performance.
The Premium Support Services team is responsible for maximizing the success of and return on investment for our strategic customers. We do this by delivering Enterprise Priority Support – our highest support offering tier that enables our customers to achieve their business goals whilst maximizing the use and adoption of our solutions.
What You Would Do Day-to-Day
• Respond to support requests for our Enterprise customers
• Priority handling and escalation of critical issues and monitoring of service level compliance
• Perform root cause analysis to mitigate reoccurrence
• Trend analysis of customer issues; maintain support insights for account team
• Escalate customer issues to senior staff as required
• Research, verify and document product defects
• Actively manage personal backlog of support requests
• Document support interactions in a company-wide case management system
Top 5 Signs That You’re a Strong Candidate
Courage: The passionate self-belief and trust necessary to be bold and brave in ones actions, enabling controlled risk taking to allow positions to be challenged, thereby delivering strong results.
Speed:We strive to move as fast as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes.
Accountability:The state of clear ownership which provides a person the power and ultimate responsibility to achieve a defined outcome.
Simplicity: Having an approach and mindset to avoid unnecessary complexity and duplication; keeping things simple to achieve faster outcomes.
Solving system-wide:Seek first to understand by asking questions that remove silos and organizational barriers, to establish a safe environment that supports cross-geo collaboration and communication to develop a shared vision enabling faster time-to-value adoption.
The Basic Job Requirements
• 1 to 3 years’ experience using Revit, BIM360, Infraworks, Civil 3D or AutoCAD in a professional or Support capacity. Experience with Navisworks would be advantageous
• Proven customer service experience
• Demonstrable capability to “own” the customer issue
• Exceptional team player skills
• Strong written and verbal English communication skills. Additional language skills are highly desirable