Senior Technical Support Specialist- Revit EMEA

Position Overview

We are hiring a Senior Technical Support Specialist for EMEA shift, to join our friendly team of tech enthusiasts assisting customers to get the best out of their AEC (Revit). Do you enjoy solving problems and helping others? Are you passionate about customer experience? Then we would like to hear from you! You will resolve customer issues reported to Autodesk by multiple modalities and other channels and documenting them in our Knowledge Base. You may also be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk University.

Shift Timing –EMEA (02 : 00 PM IST to 10 : 30PM IST) however it may change as per business requirements (the candidate need to be flexible for shift), Work location - Bangalore, India, Hybrid working, you will report to Manager, Technical Support

Responsibilities

Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels

Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation

Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system

Priority handling and escalation of important issues and monitoring of service level compliance

Document support interactions in a company-wide case management system

Perform root cause analysis, identify issue trends & maintain support insights

Assist team on challenging cases & enable cross team collaboration

Actively manage personal backlog of support requests

Should possess strong escalation handling skills

Influence product management and product development to make improvements

Solve complex problems of diverse scopes by taking a new perspective on existing solutions and applying knowledge of best practices in practical situations

May also have accountability for leading and improving on-going processes

Work independently, with close guidance given at critical points

Minimum Qualifications

Bachelor's degree or equivalent in Civil or Architecture

6 or more years of industry experience

Experience on Revit & Navisworks in a production environment with in-depth knowledge of BIM standards. Understating of BIM360 & ACC workflows & BIM

Strong verbal and written English skills

Exceptional team player skills

You build customer relationships and gain insights into their needs

You identify opportunities that benefit our customers and build solutions to meet their expectations

Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed

Build customer relationships and find customer-centric solutions with empathy

Clarify assignments, Prioritizing work and attending to detail to ensure work is done

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About Autodesk

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