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Technical Support Specialist - Structural

3.00 to 5.00 Years   Bangalore   12 Oct, 2021
Autodesk
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

We are hiring a Technical Support Specialist, to join our friendly team of tech enthusiasts assisting customers to get the best out of their AEC,Autodesk products. Do you enjoy solving problems and helping others Are you passionate about customer experience Are you familiar with Structural Aspects of Civil engineering Then we would like to hear from you! You will be responsible for resolving customer issues reported to Autodesk via various modalities and other channels and documenting them in our Knowledge Base. You may also have the opportunity to be part of a variety of proactive support activities, developing and presenting webinars, or presenting at company events like Autodesk University.Responsibilities

  • Resolve customer issues reported to Autodesk via phone, web, online forums and other channels
  • Provide prompt, friendly and efficient assistance to Autodesk customers on a variety of issues and questions, such as 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. Respond to support requests for our global customers
  • Priority handling and escalation of critical issues and monitoring of service level compliance
  • Document support interactions in a company-wide case management system Perform root cause analysis to mitigate reoccurrence
  • Trend analysis of customer issues; maintain support insights for account team.
  • Escalate customer issues to senior staff as required
  • Actively manage personal backlog of support requests
  • Manage customer expectations by providing timely updates on progress
Minimum Qualifications
  • Bachelor s degree in Civil engineering/ / Architecture / Structural or equivalent degree
  • At least 3 - 5 years of industry working experience
  • Proficiency on 3D modeling and detailing of steel structures Revit, and Tekla knowledge would be an added advantage
  • Knowledge of BIM Standards and workflows
  • Demonstrable capability to own the problem (customer issue), troubleshoot and ability to solve or mitigate the problem
  • Exceptional team player skills
  • Ability to work in flexible working hours
  • Strong verbal and written English skills
  • 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
The Ideal Candidate
  • Customer-focused: Building strong customer relationships and delivering customer-centric solutions with empathy and attention to detail
  • Decisive: Making good and timely decisions. Clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
  • Accountable: Holding yourself and others accountable to meet commitments
  • Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
  • A Nimble Learner: Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunities
  • A Team Player: Building partnerships and working collaboratively with others to meet shared objectives
  • Valuing Differences: Recognizing the value that different perspectives and cultures bring to an organization
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Keyskills :
technical supporttroubleshootingcomputer hardwaredispatchmailroot cause analysisroot causeservice levelknowledge baseequipment supplycommercial models

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