Technical Support Specialist, BIM 360, Enterprise

Job Requisition ID #

23WD67690

Position Overview

We are hiring an Enterprise Technical Support Specialist to join our friendly team of technical experts to assist our Enterprise customers and help them get the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about making a good customer experience? Are you skilled with Autodesk BIM 360 products?

Then we would like to hear from you!

Reporting to a Support Manager, you would actively engage with Autodesk Enterprise customers and provide solutions, direction, and general troubleshooting for our BIM 360 products via phone, chat, web, online forums, and other channels.

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 support requests, focusing on our Enterprise Clients, via multiple channels and following documented processes
• Document support interactions in a company-wide case management system
• Prioritize critical technical issues and monitor service level compliance
• Perform root cause analysis to mitigate reoccurrence
• Trend analysis of customer issues; maintain support insights for account team
• Research, verify and document product defects
• Actively handle personal backlog of support requests
• Document support interactions in a company-wide case management system
• Participate in product BETA programs & product testing events organized by the product division development teams
• Remain informed on improvements in supported products in relevancy to the BIM industry
• Assist in the fundamental development and maintenance of knowledge base quality

Minimum Qualifications

• Bachelor's degree or related
• 2+ years of BIM, Construction, Architectural or related field experience
• Proficiency or expertise using BIM software (Field, Glue, Plan, Docs) in a production environment
• You have an advanced knowledge of Construction and BIM industry needs and workflows
• You have demonstrable troubleshooting and analytical skills
• You have excellent facilitation and communication skills in English
• You have a strong work ethic, craftsmanship, and quality standards
• Strong customer service, troubleshooting, and analytical skills
• Strong written and verbal English communication skills. Additional language skills are advantageous
• Knowledge of additional AEC products is a plus

The Ideal Candidate

• 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

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Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

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. For U.S.-based roles, we expect a starting base salary between $63,100 and $108,900. 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.