Technical Support Specialist - AutoCAD Elec

Autodesk•Boston, MA

3d•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. This role involves actively engaging with Autodesk customers to provide solutions, direction, and general troubleshooting for AutoCAD Electrical products via phone and web. 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. Proactive support activities may include developing and presenting webinars or training materials, hosting Q&A sessions on online communities, or presenting at company events.

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

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