Technical Support Specialist - AutoCAD Elec - Autodesk

Job Requisition ID #

Position Overview

We are hiring a Technical Support Specialist to join our Product Support Team. This is a group of highly motivated industry professionals who are responsible for resolving customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with AutoCAD Electrical and Enterprise workflows?

Then we would like to hear from you!

Reporting to a Support Manager, you would actively engage with Autodesk customers to provide solutions, direction, and general troubleshooting for AutoCAD Electrical products via phone and web.

Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.

Responsibilities

Respond to AutoCAD Electrical and AutoCAD support requests from customers

Prioritize critical technical issues and monitor service level compliance

Document support interactions in a company-wide case management system

Advance unresolved issues to senior staff as required

Research, verify, and document product defects

Actively handle personal backlog of support requests

Manage customer and partner expectations by providing timely updates on progress

Assist in the fundamental development and maintenance of knowledge base quality

Minimum Qualifications

Bachelor's in Engineering or related

6+ years of industry experience

Proficiency or familiarity using AutoCAD and AutoCAD Electrical software in a production environment

knowledge of additional AutoCAD verticals a plus

Strong customer service, troubleshooting, and analytical skills

Strong written and verbal English communication skills. Additional language skills are advantageous

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