Senior Technical Support Specialist - I&L

Position Overview

Using your expertise in computer troubleshooting and communication, you will focus on solving client software SSO Configuration, software installation, and licencing issues. Issue need to be analysed, documented, and resolved, creating an outstanding customer experience, and enhancing the team's knowledge. You will report to a Technical Support Manager and require the use of critical thinking, risk tolerance, and independent decision.

You will resolve customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in different proactive support activities, presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

Your role will entail research, dealing with systems directly, and troubleshooting systems and programs to isolate program and system conflicts that may cause clients to do what they do best - design and build.

The work location will be in Bangalore, India and you are expected to relocate to Bangalore for Hybrid working. The working hours will be AMER hours.

Responsibilities

• Partner with Autodesk Enterprise and Premium customers to ensure successful deployment of SSO
• Partner with all customers for system-related restrictions that resolve installation or license issues
• Respond to support requests via multiple channels by following documented processes and managing those ongoing relationships
• Document support interactions in a company-wide case management system
• Utilize knowledge of the customer environment to resolve issues promptly
• Research, verify, and document product defects
• Handle the personal backlog of support requests
• Engage with all Autodesk customers by providing solutions, direction, and general troubleshooting for solving client SSO Configuration, installation, and licensing issues
• Prioritize critical technical issues and ensure the most effective resolution of all issues

Minimum Qualifications

The Ideal Candidate

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

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When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

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Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. 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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