Technical Support Specialist

APPLIED TECHNOLOGY GROUP INC•Phoenix, AZ

6d•Remote

About The Position

ATG (Applied Technology Group) is the premier technology business partner for the Architectural, Engineering, and Construction (AEC) industry in North America. ATG strives to build strong relationships within the professional design community by offering complete software and hardware solutions, supported by a team of experienced technical specialists. With their deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms. As a Technical Support Specialist, you will engage with customers to resolve technical support issues related to their Autodesk design software and workflows. You will be working individually on cases or with other technical support team members to research and resolve our customer’s support requests. Provide technical support expertise to ATG USA's clients that ATG provides for our customers, such as Autodesk Products, BIM360 and Autodesk Construction Cloud, Bluebeam, and DiRoots Tools. Our ideal candidate for the Technical Support Specialist has 3+ years of experience working within Autodesk software. This individual can troubleshoot issues and research possible solutions for a wide range of support requests, including installation and activation, software administration, error messages, and general workflow, to help resolve our customers' challenges with Autodesk software. They must be self-motivated, well organized, great at multi-tasking, have great communication skills on the phone and via email, and be a true team player.

Requirements

Familiar with Autodesk's portfolio of the core AEC software products from the Architectural, Civil and/or Construction industry.
You must be well rounded in all (or some) of Autodesk’s main software programs such as Revit, AutoCAD, Civil 3D.
A commitment to providing excellent customer service to clients in need.
Ability to multitask several priorities in time-sensitive situations.
Ability to identify, research, troubleshoot, and resolve technical support problems.
Ability to troubleshoot issues or have the know-how to find solutions and be able to professionally communicate with our customers to solve their requests.
Excellent teamwork skills and a core sense of accountability.
Some knowledge of the basic hardware requirements, installations, software setup, cloud products, and network services is also a plus.
3+ years of experience working within Autodesk software.
Strong verbal and written English communication skills, along with adequate visual and auditory abilities (with or without aids), are essential.
Applicants must be authorized to work in the U.S. without company sponsorship.

Nice To Haves

Experience with others included in the Autodesk AEC collections is a plus.

Responsibilities

You are a representative of ATG USA, when interacting with customers and partners ALWAYS be professional, courteous, polite, sympathetic and energetic about solving our customers’ support request
Provide good communications skills to everyone you interact with, remember to “Listen”, being a good listener is one of the best ways to be a good communicator
Know how to use software and equipment needed: (Computer, Phone system, Zendesk, CRM, Google Search, Basic Autodesk Software, AKN [Autodesk Knowledge Network] Autodesk Partner Portal, Basic Microsoft Office products, Online Remote Session Software [Zoom, Rescue Assist…)
Has knowledge of commonly used concepts, practices, and procedures of the products we support (We do provide 4 hours a month for individual training to keep your skills up to date)
Always watch your existing case load and look for new or existing cases that are being assigned to you
You are personally responsible for all the support cases that are assigned to you
If for any reason you are unable to accept a case, let the case coordinator, tier 1 teammates or Director know, until it has been reassigned
Respond to all customers about their case in a timely manner according to the support time guideline
Engage with customers via phone, email (through Zendesk), interactive online remote sessions and others to resolve technical support issues ATG support
Make sure you understand the customers issue, reach out to them for additional information if you are unsure
Make sure the information you are sending is relevant to their issue, look for the simplest solutions for the customer first and avoid having the customer uninstall and reinstall their software unless that is the best or only solution after researching
Engage with fellow Tier 1’s case research, documentation, and support of your case
Escalate the support case once you have determined, you need additional help beyond the Tier 1 support team
Monitor the progress, and be proactive in keeping the cases moving forward with the escalated and customer parties to try and get quicker resolution or ensure the escalated case is not closed due to lack of interaction
Keep an open communication (via Teams, Phone, Email…) availability so teammates can engage with you, and make sure you are monitoring it frequently. If you need to be unavailable for more than a few minutes you must alert the team.
Provide the customer with an update to all support cases each working day or set a date for the next interaction and make sure to respond by the
Bring all support requests to resolution with customer, even if there is no solution make sure your customer understands, and always try and offer a workaround or make sure they understand it is beyond our control and explain emphatically
Document all case interactions in Zendesk, this includes emails sent outside Zendesk to any 3rd parties, on Escalations, phone conversation
Document all resolutions that solve the customers issues so they can be entered in the knowledge base in Zendesk
Promote the Customer Satisfaction Survey, encourage them to be honest so we can constantly improve our support process
Schedule yourself appropriately, if you are not available for support for any reason let everyone know and make sure you have coverage for your existing support case
Assist fellow teammates and co-workers often to promote team building and learning from each other
If you are a remote employee, you must have a workable space that is separate from distractions that could occur
May be required to travel

Benefits

Multiple medical plan options plus dental and vision coverage
On-demand support and mental health/wellness resources via Bennie—your personal benefits concierge
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
401(k) with up to 4% company match after 90 days
Voluntary life, AD&D, supplemental health coverage, and disability protection
3 weeks of PTO, paid holidays, and your birthday off
2 paid volunteer days each year to support causes you care about
Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth
Four weeks of paid sabbatical after six years—on top of your regular PTO—to refresh and recharge!
Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace