Technical Support Specialist, BIM 360

Autodesk•Montreal, QC

About The Position

We are hiring a Technical Support Specialist to join our support team. This is a group of highly motivated industry professionals who are responsible for resolving a wide range of customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Autodesk BIM 360 and workflows? Then we would like to hear from you! Reporting to a Support Manager, you would actively engage with Autodesk clients to provide solutions, direction, and general troubleshooting for BIM 360 products via phone, chat, 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 degree or related
2+ years of BIM industry experience
Proficiency or familiarity using BIM related software (Field, Glue, Plan, Docs) in a production environment
Strong customer service, troubleshooting, and analytical skills.
Strong written and verbal English communication skills.
Additional language skills are advantageous- Spanish, Portuguese and/or French
Knowledge of AEC products is desirable

Responsibilities

Respond to BIM 360 support requests from all levels of Autodesk Customers
Prioritize critical technical issues and monitoring of 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 account team expectations by providing timely updates on progress
Remain informed on improvements in supported products in relevancy to the BIM industry
Assist in the fundamental development and maintenance of knowledge base quality
Influence product management and product development to make improvements