# Senior Technical Support Specialist ## Summary - Organization: Autodesk - Location: Bangalore - Type: Full-Time - Department: Technical - Status: active - Posted: [object Object] - Updated: [object Object] - Closing Date: N/A - External Apply: Yes - External Apply URL: https://flows.beamery.com/autodesk/tc-signup ## Details - Salary: N/A - Experience: 5 - 7 years - Education: N/A - Team: N/A - Reporting To: N/A ## Description **About the job** Job Requisition ID # 25WD93777 **Position Overview** Autodesk is looking for a Senior Technical Support Specialist (for Autodesk Revit, Navisworks, BIM360/ Autodesk Construction Cloud applications) to provide support services and engage Autodesk customers to deliver effective technical solutions, guidance, and troubleshooting advice. With a clear focus on helping customers adopt iindustry-leadingdesign tools, this role is responsible for addressing customer product issues reported to us primarily via scheduling a call, logging a case or chat. All our teams have a direct influence on customer adoption and enable customers to realise the value of their investment. Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility. This role reports to a Technical Support Manager and requires the use of judgment and independent decision-making when managing caseload to achieve individual, team, and organisational goals. The work location will be in Bangalore, India, and the successful candidate will be expected to relocate to Bangalore. **Responsibilities** - Respond to support requests via multiple channels and adhere to documented processes - Participate in driving the organisational vision, global projects and initiatives; proactively identify more efficient strategies to promote efficiency - Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organisational standards. Prioritise critical technical issues and monitoring of service level compliance - Actively handle personal backlog of support requests - Manage customer and partner expectations by providing timely updates on progress - Participate in product beta programs & product testing events organised by the product development teams - Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology - Influence and contribute to product management and development to contribute to successful improvements - Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders - Drive communication in the oorganisation ensure new information is coordinated with support teams and partner teams - Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues **Minimum Qualifications** - Bachelor’s degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience - Competent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360 - At least 5 - 7 years of industry working experience - Proficiency or familiarity with the Construction and BIM industry needs and workflows - Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience **Preferred Qualifications** - 1+ years of team leadership/team coaching - 3+ years of technology and customer support experience - Proficient in CRM - Experience supporting cloud/SaaS based applications - Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem - Exceptional team player skills - Ability to work in flexible working hours - You build strong customer relationships and gain insights into their needs - Able to manage several projects and technical requests at a time, setting the right priorities - Demonstrated ability to build and maintain strong relationships with partners and customers - Team player who enjoys supporting and interacting with other members of a shared responsibility team **Learn More** 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. We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. 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! **Salary transparency** 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. **Sales Careers** Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales **Diversity & Belonging** We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). ## Responsibilities None ## Skills None ## Tags None ## Organization - Name: Autodesk - Website: http://www.autodesk.com - Industry: Software Development - Size: 10,001+ employees - Founded Year: 1982 - Description: Overview Autodesk is changing how the world is designed and made. Our technology spans architecture, engineering, construction, product design, manufacturing, and media and entertainment. We empower innovators everywhere to solve challenges, big and small. From greener buildings to smarter products and more mesmerizing blockbusters, Autodesk software helps our customers design and make a better world for all. Over 100 million people use Autodesk software, like AutoCAD, Revit, Maya, 3ds Max, Fusion, SketchBook, and more, to unlock their creativity and solve important design, business, and environmental challenges. Our software runs on both personal computers and mobile devices. It taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate, and fabricate their ideas in 3D. We provide exceptional compensation and benefit packages, and we’d love for you to join us. We’re proud to be an equal opportunity employer, and we consider all qualified applicants without regard to race, gender, disability, veteran status, or other protected category. To see our culture in action, check out #AutodeskLife. We are headquartered in the San Francisco Bay Area and have over 10,000 employees worldwide.