Technical Support Specialist, Civil 3D
About The Position
To align with Autodesk’s focus on Customer Success, we are looking for highly motivated industry professionals who will be responsible for resolving customer issues for our through an empathetic approach. You will provide strategic technical advisory services and support to maximize our customers' investment in Autodesk solutions. Engage with Autodesk customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).
Requirements
- Bachelor's in Engineering or related
- 3 years of ENI industry experience
- Proficiency or familiarity using Autodesk Civil 3D software in a production environment
- Customer Support and Troubleshooting Experience
Nice To Haves
- You are People-Minded and Influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments
- You can act quickly based on sound logic and consideration of consequences
- You can clarify assignments, prioritize work and take ownership to ensure it's done
- You can strategize and articulate recommendations and rationale that builds support with important decision makers
- You are Curious. You learn from mistakes and are always looking for opportunities to develop new skills
Responsibilities
- Technical Support Respond to support requests through multiple channels and following documented processes
- Document support interactions in a company-wide case management system
- Document problems and solutions in short and clear articles for our knowledge domain
- Advance unresolved issues to senior staff
- Research, verify, and document product defects
- Manage personal backlog of support requests
- Manage customer and partner expectations by providing updates on progress
- Internal Support: Participate in product BETA programs and product testing events organized by the product division development teams
- Remain informed on improvements in supported products in relevancy to the ENI industry
- Support the fundamental development of knowledge base quality
- Influence product management and product development to make improvements
Benefits
- From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.
- Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
- In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
