Job Requisition ID #26WD99372
We are hiring a Technical Support Specialist to join our 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 Autodesk BIM 360/Forma and 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 BIM 360 and Forma products via phone, chat, 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 BIM 360 / Forma support requests
- Prioritize critical technical issues and monitoring of 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 account team expectations by providing timely updates on progress
- Remain informed on improvements in supported products in relevancy to the BIM industry
- Assist in the fundamental development and maintenance of knowledge base quality
- Influence product management and product development to make improvements
Minimum Qualifications- Bachelor's degree or related
- 2+ years of BIM industry experience
- Proficiency or familiarity using Forma/BIM related software (Field, Glue, Plan, Docs) in a production environment
- Strong customer service, troubleshooting, and analytical skills.
- Strong written and verbal English communication skills. Additional language skills are advantageous
- Knowledge of AEC products is desirable
Top Five Signs You are a Strong Candidate - You focus on the customer. You build strong customer relationships and gain insights into their needs. You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations.
- You value accountability. You follow through on commitments and make sure others do the same. You act with a clear sense of ownership, taking personal responsibility for decisions, actions, and failures. You establish clear responsibilities and processes for monitoring work and measuring results, including opportunities to give and receive feedback.
- You have courage. You have the passionate self-belief and trust necessary to be bold and brave in your actions to take controlled risks and encourage others to challenge your ideas, and delivery strong results.
- You work cooperatively. You are comfortable working with colleagues at all levels and from all over the world to achieve shared objectives. You partner with others-representing your own interests while being fair to others. You easily gain the trust and support of others and credit others for their accomplishments and contributions.
- You get stuff done. You are a self-starter who steps up to handle new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. You act - identifying and seizing opportunities without unnecessary planning.
Learn MoreAbout AutodeskWelcome 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.
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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!
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Salary transparencySalary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $60,100 and $107,690. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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