Senior Technical Support Specialist

Autodesk is looking for a Senior Technical Support Specialist (for BIM360 / Autodesk Construction Cloud applications, Autodesk Revit, Navisworks,) APAC Shift to provide support services and engage Autodesk customers in providing effective technical solutions, guidance, and troubleshooting advice. With a clear focus on helping customers adopt industry leading design tools, this role is responsible for addressing customer product issues reported to us primarily via scheduling a call, logging a case or chat. All our teams have a direct influence on customer adoption and enable customers to realize the value of their investment.

Our ideal candidate gathers and analyses the most critical information needed to understand problems and generate innovative ideas and solutions to solve them; ensures that customer issues are resolved, pulling the right groups together to be in service for the customer; holds all stakeholders accountable for achieving goals; and encourages others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility.

This role reports to a Technical Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals. The work location will be in Bangalore, India, and successful candidate will be expected to relocate to Bangalore.

Roles and Responsibilities

Respond to support requests via multiple channels and adhere to documented processes

Participate in driving the organizational vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency

Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards. Prioritize critical technical issues and monitoring of service level compliance

Actively handle personal backlog of support requests

Manage customer and partner expectations by providing timely updates on progress

Participate in product beta programs & product testing events organized by the product development teams

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

Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

Drive communication in the organization; ensure new information is coordinated with support teams and partner teams

Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues

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!

This role may require in-person onboarding and/or in-person ID verification.

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