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Position Overview
We are looking for an Escalation Lead – Sr. Technical Support Specialist – BIM / Revit (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) to provide support services to Autodesk Customers and Partners. The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone etc to connect with customers. Work location will be at Bangalore, India and you will report to Manager, Support function.
Roles and Responsibilities
As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, Autodesk Executive Team, and Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling
We ask that you be to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend
You will need to take the ownership of high priority incidents and drive it towards successful closure
Post resolution, analyse the cause, understand the process gaps, and suggest solutions to avoid recurrence of issue
Comply with established guidelines, protocols and procedures as communicated from time to time to support AutoDesk products
Respond to support requests by multiple channels and following documented processes
Participate in driving the organisational vision, global projects; identify more efficient strategies to promote efficiency
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 important technical 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 organised by the product development teams
Support the fundamental development 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 communication to customers and appropriate team members
Improve communication in the organization; ensure new information is coordinated with support teams and partner teams
Work 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. 1+ years of team leadership/team coaching
3+ years of technology and customer support experience
Proficiency or familiarity of Construction and BIM industry needs and workflows
Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem
Team player skills. Work in flexible working hours
You identify opportunities that benefit our customers and build and find solutions to meet their expectations
Team player who enjoys supporting 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 – 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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