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Job Details
Job Requisition ID #
Position Overview
Reporting to a Technical Support Manager, you 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 multiple proactive support activities, publishing technical articles in the Autodesk Knowledge Network
(AKN), hosting Q&A sessions on our online communities, and presenting webinars or other technical presentations.
Responsibilities
- Respond to support requests via multiple channels by following documented processes and managing those ongoing relationships to ensure resolution
- Document support interactions in a company-wide case management system
- Collaborate with senior staff on issues that require escalation
- Research, verify, and document product defects
- Handle the personal backlog of support requests
- Manage customer and partner expectations by providing updates on progress
- Participate in product BETA programs and product testing events organized by the product division development teams
- Remain informed on improvements in supported products in relevance to the Manufacturing industry
- Assist in the fundamental development of knowledge base quality
- Influence product management and product development to make improvements
Minimum Qualifications
- Bachelor's degree in Manufacturing Engineering, or similar
- Experience as a Customer Service, Customer Support, or Consultant
- 3+ years of industry experience
- Technically savvy; understanding of a related technology
- Customer service, troubleshooting, and experience assessing the severity of customer issues
- Excellent Experience assisting customers through chat and email support
- Experience using Autodesk Fusion Operations (ProdSmart) or similar software is beneficial
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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.
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
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