Job Requisition ID #

23WD70356

Position Overview

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.

Reporting to a Technical Support Manager, you are responsible for resolving 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 a variety of proactive support activities, developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Operating systems – Windows, MacOS, Linus, Servers, Remote Desktops and Networks?

Then we would like to hear from you!
Shift Timing – It will be EMEA, primarily 14:00 – 22:30 however it may change as per business requirements (the candidate need to be flexible for shift).
Work location - will be at Bangalore, India and successful candidate will be expected to relocate to Bangalore.

Responsibilities

Resolve customer issues reported to Autodesk via chat, phone, web, online forums, and other channels

Provide prompt, friendly and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage etc

Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system

Priority handling and escalation of critical issues and monitoring of service level compliance

Document support interactions in a company-wide case management system

Escalate customer issues to internal teams as required

Actively manage personal backlog of support requests

Manage customer expectations by providing timely updates on progress

Minimum Qualifications

Bachelor’s degree in engineering preferably Computer Sciences or Information Technology

Functional knowledge of Operating Systems and general program installation experience: Windows (Primary), MAC (Secondary), Linux (occasional need)

Comfort with Windows system tasks (installs/uninstalls/system troubleshooting)

SSO (single sign-on) knowledge, would be an added advantage

2+ years of experience in technical support role

Strong customer service, troubleshooting, and analytical skills

Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed

Experience using Autodesk products preferred but not required

Strong written and verbal English communication skills. Additional language skills are advantageous

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

Proven ability to be flexible and learn quickly in a fast environment

Exceptional team player skills

The Ideal Candidate

Think: Smart I prioritize and apply targeted effort to the work that matters most

Think: Innovative I am relentlessly curious and creative

Think: Adaptable I embrace uncertainty and flex to changing circumstances quickly

Feel: Inclusive I work collaboratively with people who are divers in background, culture, and ways of living

Feel: Impactful I am passionate about making a positive impact, I am committed to our customers’ success

Feel: Humble I share credit and shoulder responsibility

Do: Courageous I offer and respond to constructive feedback

Do: Accountable I do what I say and say what I do

Do: Pragmatic I approach all work as important work, even if it’s not fun and exciting

The Way we Work: One Autodesk We act as One Autodesk to get the best results for our customers, our business, and our employees

The Way we Work: Empower Decision makers We may disagree with a decision, but we fully commit

The Way we Work: Authentic Selves We create a safe environment for people to speak courageously and ask for help

The Way we Work: Integrity We hold each other accountable to the highest ethical standards

#LI-SK1

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

Salary is one part of Autodesk’s competitive 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.