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Job Requisition ID #
Position Overview
We are looking for a Senior Technical Support Specialist - AutoCAD Plant3D to provide support services and engage Autodesk customers in providing technical solutions, directions, and troubleshooting advise. The support services will be conducted by standard modalities like Web, Chat, Schedule-A-Call, Phone Using analytical, you will ensure technical problems are understood, documented, and resolved promptly, creating outstanding customer experience and enhancing the team's knowledge.
As part of the Customer Technical Success Team, you will manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads and teams to achieve successful resolution.You will report to a Product Support Manager.
You will work in a hybrid work environment, based in Bangalore. You will work on assigned shift to support in AMER Eastern Standard Timezone (5 pm - 1:30 am IST).
Responsibilities
Respond to support requests through multiple channels and adhering to documented processes
Document support interactions in a company-wide case management system
Research, verify and document product defects
Priority handling and escalation of critical issues and monitoring of service level compliance
Handle personal backlog of support requests
Manage customer and partner expectations by providing updates on progress
Participate in product beta programmes and product testing events organized by the product development teams
Escalate and consult unresolved issues to senior staff
Trend analysis of customer issues; maintain support insights for the account team
Support the fundamental development 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
Competent knowledge of AutoCAD Plant3D and related Autodesk products
Bachelor's degree or diploma in related field OR equivalent product experience in AutoCAD Plant3D in relevant industry
At least 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry
Additional knowledge of the products within the AutoCAD, specialised Toolsets and Data Management software (eg. AutoCAD Electrical, AutoCAD Mechanical, MEP, Vault, ACC, BIM, etc)
Proficiency in English language is required
You will manage several projects and technical requests at a time, setting the right priorities
You will build strong relationships with partners and customers
Team player who enjoys supporting and working with other members of a shared responsibility team
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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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future 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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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