Technical Support Specialist, Simulation

Job Requisition ID #

22WD61684

Global Product Support @ Autodesk

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.

Position Overview

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).

Office location: Denver, CO / Portland, OR

Responsibilities

Technical Support

• Respond to support requests via multiple channels by following documented processes and managing those ongoing relationships
• 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 partner expectations by providing timely updates on progress

Internal Support

• 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 mechanical design industry
• Assist in the fundamental development and maintenance of knowledge base quality
• Influence product management and product development to make improvements

Preferred Qualifications

• Experience with FEA/CAE is required (Example: CFD, Nastran, Abaqus, Ansys)
• Bachelor degree in Mechanical Engineering, Manufacturing Engineering, Industrial Design, or similar work experience
• 2-3 years of industry experience
• Experience with CAD tools (Example: Fusion 360, Inventor, Solidworks) huge bonus
• Willingness and ability to work flexible hours
• Proficient in Microsoft Office and social media tools
• Strong customer service, troubleshooting, and analytical skills
• Excellent written and verbal English communication skills (Additional language skills are 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

EEO Statement

Autodesk is proud to be an equal opportunity employer and considers all qualified applicants without regard to race, gender, disability, veteran status or other protected category. Autodesk will consider for employment all applicants with criminal histories consistent with the San Francisco Fair Chance Ordinance and any other state, federal or local law.

Target Pay for this Position (Colorado): 72K

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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.

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