Technical Support Specialist, Civil 3D

Customer Success Technical Support Representative

To align with Autodesk's focus on Customer Success, we are looking for highly motivated industry professionals who will be responsible for resolving customer issues through an empathetic approach. You will provide strategic technical advisory services and support to maximize our customers' investment in Autodesk solutions. Engage with Autodesk customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).

Responsibilities

• Technical Support
• Respond to support requests through multiple channels and following documented processes
• Document support interactions in a company-wide case management system
• Document problems and solutions in short and clear articles for our knowledge domain
• Advance unresolved issues to senior staff
• Research, verify, and document product defects
• Manage personal backlog of support requests
• Manage customer and partner expectations by providing updates on progress
• Internal Support
• Participate in product BETA programs and product testing events organized by the product division development teams
• Remain informed on improvements in supported products in relevancy to the ENI industry
• Support the fundamental development of knowledge base quality
• Influence product management and product development to make improvements

Minimum Qualifications

• Bachelor's in Engineering or related
• 3 years of ENI industry experience
• Proficiency or familiarity using Autodesk Civil 3D software in a production environment
• Customer Support and Troubleshooting Experience

The Ideal Candidate

• You are People-Minded and Influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments
• You can act quickly based on sound logic and consideration of consequences
• You can clarify assignments, prioritize work and take ownership to ensure it's done
• You can strategize and articulate recommendations and rationale that builds support with important decision makers
• You are Curious. You learn from mistakes and are always looking for opportunities to develop new skills

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting benefits.autodesk.com.

Salary transparency

Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

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.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: autodesk.com/company/diversity-and-belonging.

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