Autodesk Hiring for Technical Support Specialist AutoCAD at Bengaluru, Karnataka Full Time

21WD54922

Position Overview

We are looking for a Product Support Specialist (specializes in AutoCAD) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc. Using analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating an outstanding customer experience and enhancing the team’s knowledge. As part of the Global Product Support Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with the product engineering team, technical leads and cross-functional teams to achieve a successful resolution. This role reports to a Product Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.

Responsibilities

Respond to support requests via multiple channels, primarily Chat and other channels including phone, web, online forums and so on

Adhering to documented processes

Document support interactions in a company-wide case management system

Escalate and consult unresolved issues to senior staff as required

Research, verify and document product defects

Actively handle the personal backlog of support requests

Manage customer and partner expectations by providing timely updates on the progress

Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology

Influence and contribute to product management and development to contribute to successful improvements

Minimum Qualifications

Experience using Autodesk AutoCAD

Competent knowledge of Design & Drafting with Industry standards (CAD), ASME, ISO standard knowledge. (AutoCAD knowledge for different industries requirements like Mechanical, Automobile, Architecture, Civil & P&ID)

4 + years of technology/industry and customer support experience

Bachelor’s degree in related field OR equivalent product experience in relevant industry

Excellent verbal and written English communication skill are required. Additional language is advantageous

Ability to understand and convey complex technical details coherently to a live or virtual audience

Strong troubleshooting and analytical skills

Demonstrate the 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

Ability to work in flexible working hours/Shifts

The Ideal Candidate

People-minded: empathizing with, responding to, and problem-solving customer issues

Prompt: making timely decisions based on sound logic and consideration of the consequences

Take initiative : having a strong sense of ownership with a bias for action and willingness to role-up your sleeves

Organized : clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high-quality manner

Strategic : offering articulate recommendations and rationale and builds support with key decision-makers

A wet sponge : actively listening to others in order to communicate technical information clearly and concisely

Intellectually curious : learning from mistakes, adapting to change, and seeking out ways to develop new skills

Influential: being a role model inspiring others and affecting a positive impact

#LI-POST

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