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Technical Support Specialist (Fusion 360-AMER)

3.00 to 5.00 Years   Bangalore   23 Feb, 2021
Autodesk
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (International),General / Other Software
EmploymentTypeFull-time

Job Description

We are looking for a Product Support Specialist (specializes in Fusion 360) to provide support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc. Using analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating an outstanding customer experience and enhancing the teams knowledge.

  • Respond to support requests via multiple channels (chat, phone, web, online forums and other channels) and adhering to documented processes
  • Document support interactions in a company-wide case management system
  • Escalate and consult unresolved issues to senior staff as required
  • Research, verify and document product defects
  • Actively handle the personal backlog of support requests
  • Manage customer and partner expectations by providing timely updates on the progress
  • Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology
  • Influence and contribute to product management and development to contribute to successful improvements
Minimum Qualifications
  • Competent knowledge of Design (CAD), Simulation, Manufacturing (CAM) or ECAD software or related Autodesk products. (Autodesk FeatureCAM, PowerShape, PowerMill, PartMaker, Inventor, Fusion 360, Eagle or similar software)
  • Bachelors degree or Diploma in related field OR equivalent product experience in relevant industry
  • Excellent verbal and written English communication skill are required. Additional language is advantageous
  • Ability to understand and convey complex technical details coherently to a live or virtual audience
  • Strong troubleshooting and analytical skills
  • Demonstrate the ability to build and maintain strong relationships with partners and customers
  • Team player who enjoys supporting and interacting with other members of a shared responsibility team
  • Ability to work in flexible working hours/Shifts
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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Keyskills :
technical supporttroubleshootingcomputer hardwaredispatchmailbias for actioncontinuous improvement facilitationrole modelknowledge baseproduct support

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