Technical Support Specialist, Fusion 360 (ECAD)

Job Description

Job DescriptionPosition OverviewWe are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.Do you enjoy solving problems and helping others Are you passionate about customer experience Are you familiar with Autodesk software like Fusion 360 Electrical, Eagle, or equivalent software tools 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 engage in a variety of proactive support activities, developing and presenting webinars, or presenting at company events like Autodesk University.ResponsibilitiesResolve customer issues reported to Autodesk via chat, phone, web, online forums and other channelsProvide prompt, friendly and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage etcResearch, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management systemPriority handling and escalation of critical issues and monitoring of service level complianceDocument support interactions in a company-wide case management systemEscalate customer issues to internal teams as requiredActively manage personal backlog of support requestsManage customer expectations by providing timely updates on progressMinimum QualificationsBachelor degree in Electrical Engineering, Electronics Engineering, or similar experienceHands on Experience with CAD tools such as Fusion 360, Inventor, Solidworks, Catia, Creo, NX or equivalent toolsHands on Experience with ECAD workflows in Eagle, Fusion 360 Electronics, Altium, or equivalent toolsExperience with CNC/CAM workflows (Optional)Experience with FEA/CAE workflows (Optional)Demonstrable capability to own the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if neededAbility to work in flexible working hours/Shifts. Current shift will be AMER hours (05:00PM 01:30AM IST)Strong customer service, troubleshooting, and analytical skillsStrong written and verbal English communication skills. Additional language skills are advantageousYou build strong customer relationships and gain insights into their needsYou identify opportunities that benefit our customers and build and deliver solutions to meet their expectationsExceptional team player skillsProven ability to be flexible and learn quickly in a fast environmentThe Ideal CandidateThink: Smart I prioritize and apply targeted effort to the work that matters mostThink: Innovative I am relentlessly curious and creativeThink: Adaptable I embrace uncertainty and flex to changing circumstances quicklyFeel: Inclusive I work collaboratively with people who are divers in background, culture, and ways of livingFeel: Impactful I am passionate about making a positive impact, I am committed to our customers successFeel: Humble I share credit and shoulder responsibilityDo: Courageous I offer and respond to constructive feedbackDo: Accountable I do what I say and say what I doDo: Pragmatic I approach all work as important work, even if its not fun and excitingThe Way we Work: One Autodesk We act as One Autodesk to get the best results for our customers, our business, and our employeesThe Way we Work: Empower Decision makers We may disagree with a decision but we fully commitThe Way we Work: Authentic Selves We create a safe environment for people to speak courageously and ask for helpThe Way we Work: Integrity We hold each other accountable to the highest ethical standards,

Keyskills :
technical supporttroubleshootingcomputer hardwaredispatch