Technical Support Specialist, Civil 3D

Position Overview
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 for our 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, host Q&A sessions on our online communities, and publish 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

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.

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