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Technical Support Specialist
Autodesk
Boston, MA, United States
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Technical Support Specialist, Revit
Location: Boston, MA- United States
Job ID: 18WD27807
Position Overview
Reporting to the Technical Support Manager, the Revit Technical Support Specialist is responsible for resolving customer issues reported to us via phone, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in a variety of proactive support activities such as: developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).
Responsibilities
Technical Support:
• Respond to support requests from customers and business partners via multiple channels following documented processes
• Author and publish technical solutions in the Autodesk Knowledge Network (AKN), a customer-facing knowledge-base
• Advance unresolved issues to senior team members and other internal resources 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
Internal Support:
• Participate in product BETA programs and product testing events organized by the product division development teams
• Participate in team efforts to improve support delivery processes and strategies
• Influence product management and product development to make improvements
• Remain informed on improvements in supported products related to the manufacturing industry
Minimum Qualifications
• Bachelor's in Architecture or related
• 3 years of AEC industry experience
• Proficiency or familiarity using Autodesk Revit or other BIM related software in a production environment; Navisworks is considered highly desireable
• Strong customer service, troubleshooting, and analytical skills
• Strong written and verbal English communication skills. Additional language skills are advantageous
The Ideal Candidate
• People-minded: empathizing with, responding to, and problem-solving customer issues
• Prompt: making timely decisions based on sound logic and consideration of the consequences
• Motivated: having a keen sense of ownership with a bias for action and a willingness to role-up your sleeves
• Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
• Strategic: offering articulate recommendations and rationale and building support with key decision makers
• Attentive: 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 effecting a positive impact
Global Technical Support @ Autodesk
Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.