Job Requisition ID #
24WD77909Position Overview
Join Autodesk as a Senior Technical Support Specialist for our Architecture, Engineering, and Construction (AEC) community. You'll be at the forefront of our software, providing solutions, guidance, and troubleshooting assistance. Reporting to the Technical Support Manager, you'll manage customer issues across several channels, including phone and online modalities. Our focus is reactive support, but there are also opportunities to contribute, such as presenting webinars, writing for the Autodesk Support site, and more.
Location: Boston, MA (Hybrid Role)
Responsibilities
Technical Support:
- Respond to diverse support requests across multiple channels, adhering to established processes
- Document support interactions in our company-wide case management system
- Escalate unresolved issues to senior staff
- Research, validate, and document product defects
- Manage a personal backlog of support requests
- Set and manage customer and partner expectations by providing regular progress updates
Internal Support:
- Participate in product BETA testing and other product-related events
- Stay up-to-date with improvements in supported products relevant to the AEC industry
- Help develop our knowledge base
- Influence product management and development for improvements
Minimum Qualifications:
- Bachelor's degree in Architecture, Engineering, or equivalent work experience
- At least 5 years' experience in the AEC or similar industries
- Proficiency or familiarity with Autodesk Revit (preferred) in a production environment
- Experience in customer support and troubleshooting
The Ideal Candidate:
- Has experience building relationships with main partners for each assigned customer
- Is empathetic and responsive to customer issues, and promotes a positive work environment
- Makes swift decisions based on sound logic and consideration of consequences
- Understands assignments, prioritizes work, and takes responsibility for completion
- Articulates recommendations and rationale to gain support from decision makers
- Stay up to date with industry trends, views mistakes as learning opportunities, and seeks skill development opportunities.
Learn More
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!
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment Opportunity
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.
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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