Technical Support Specialist - AutoCAD Elec

We are hiring a Technical Support Specialist to join our Product 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 AutoCAD Electrical and Enterprise 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 AutoCAD Electrical products via phone 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.

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  Respond to AutoCAD Electrical and AutoCAD support requests from customers

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  Prioritize critical technical issues and monitor service level compliance

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  Document support interactions in a company-wide case management system

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  Advance unresolved issues to senior staff as required

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  Research, verify, and document product defects

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  Actively handle personal backlog of support requests

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  Manage customer and partner expectations by providing timely updates on progress

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  Assist in the fundamental development and maintenance of knowledge base quality

• Bachelor's in Engineering or related

• 6+ years of industry experience

• Proficiency or familiarity using AutoCAD and AutoCAD Electrical software in a production environment

• knowledge of additional AutoCAD verticals a plus

• Strong customer service, troubleshooting, and analytical skills

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

• People-minded: empathizing with, responding to, and problem-solving customer issues

• Prompt: making timely decisions based on sound logic and consideration of the consequences

• Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves

• Organized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high-quality manner

• Strategic: offering articulate recommendations and rationale and builds support with key decision makers

• A wet sponge: actively listening to others in order to communicate technical information clearly and concisely

• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills

• Influential: being a role model inspiring others and affecting a positive impact

Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.

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