Product Support Specialist

26WD98534

Position Overview

Autodesk is hiring a Product Support Specialist who has experience with resolving technical issues to a high degree of customer satisfaction while building towards long term customer success, experience, and adoption. You excel at building empathy for the customer and relentlessly pursuing their challenges, issues, and questions with the onboarding and usage of our product as well as helping customers realize the power of the Autodesk Tandem solution. You will report to the Product Support Specialist in this role.
 

To be successful in this role you need to be passionate about ensuring outstanding customer experiences, be an unyielding advocate for customer needs, be able to lead by influence at all levels of the organization and have the desire to build product and technology awareness among customers, partners and stakeholders. You are the liaison and trusted advisor to the Autodesk Tandem team and work to establish key relationships and connection points to translate customer challenges into well-articulated published workflow solutions.
 

Responsibilities

• Assist Autodesk Tandem customers by responding to questions and issues submitted via multiple communication platforms. Customer interactions can include, but are not limited to troubleshooting technical issues, product usage questions, onboarding, setup, and fielding licensing and account management issues inquiries

• Manage customer cases meticulously by:

  • Logging cases with accurate information to provide a full record of each issue and resolution

  • Performing research, root cause analysis, and troubleshooting to resolve cases

  • Understanding the customer needs and providing proactive suggestions to improve customer use

  • Escalating critical issues while partnering with engineering for resolution for customer

  • Updating the customer with issue status, resolution expectations, and workarounds

  • Develop reports with trend analysis of customer issues and maintain support insights

• Share your knowledge of our products by contributing to the development of our knowledge base

• Advocate the customers’ needs by actively participating on our community message boards

• Learn and understand the workflows and requirements of customers and help them to understand how they can leverage Autodesk Tandem to bring value to their organization

• Create and deliver effective content for the customer to achieve the full potential of their technology investment through a variety of mediums, online and in person

• Assist with our customer Beta program including customer on-boarding, training, check-in, and collation of customer feedback to the product teams
   

Minimum Qualifications

• 5+ years’ experience with the BIM, Architecture, Construction industry or related fields

• 8+ years’ experience supporting customers in the software industry

• Excellent communication skills, both written and verbal

• Ability to present and engage with both internal and external stakeholders

• Strong analytical, problem solving, decision-making and facilitation skills

• Ability to convey complex workflows coherently to a live or virtual audience

• Strong work ethic, high-quality standards and passionate about great customer experiences

#LI-KJ2

Learn More

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!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).