Technical Support Specialist, Civil 3D

Autodesk•Boston, MA

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

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

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
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