Technical Support Specialist - AutoCAD Elec

Autodesk•Novi, MI

4d•Remote

About The Position

We are hiring a Technical Support Specialist to join our Product Support Team. This is a group of highly motivated industry professionals who are responsible for resolving customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with AutoCAD Electrical and Enterprise workflows? Then we would like to hear from you! Reporting to a Support Manager, you would actively engage with Autodesk customers to provide solutions, direction, and general troubleshooting for AutoCAD Electrical products via phone and web. Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.

Requirements

Bachelor's in Engineering or related
6+ years of industry experience
Proficiency or familiarity using AutoCAD and AutoCAD Electrical software in a production environment
Strong customer service, troubleshooting, and analytical skills
Strong written and verbal English communication skills.

Nice To Haves

knowledge of additional AutoCAD verticals a plus
Additional language skills are advantageous
People-minded: empathizing with, responding to, and problem-solving customer issues
Prompt: making timely decisions based on sound logic and consideration of the consequences
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 builds support with key decision makers
A wet sponge: actively listening to others in order 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 affecting a positive impact

Responsibilities

Respond to AutoCAD Electrical and AutoCAD support requests from customers
Prioritize critical technical issues and monitor service level compliance
Document support interactions in a company-wide case management system
Advance unresolved issues to senior staff 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
Assist in the fundamental development and maintenance of knowledge base quality