Senior Technical Support Specialist

Responsibilities

• Respond to support requests via multiple channels and manage a personal backlog of support requests
• Provide technical solutions, guidance, and troubleshooting for BIM360, Autodesk Construction Cloud, Revit, and Navisworks
• Monitor performance against established service levels to ensure individual and team targets are met
• Manage customer and partner expectations by providing timely updates on progress
• Participate in product beta programs and product testing events organized by development teams
• Contribute to the internal knowledge base using Knowledge Centered Support (KCS) methodology
• Direct investigations and ensure resolution of escalated issues related to service delivery
• Collaborate with extended teams including Client Services, Renewals, and Sales to resolve customer issues

Requirements

• Bachelor's degree in Design, Engineering, Infrastructure, or equivalent work experience
• 5-7 years of industry working experience
• 3+ years of technology and customer support experience
• 1+ years of team leadership or coaching experience
• Competent knowledge of Revit, Navisworks, and Autodesk Construction Cloud / BIM360
• Proficiency in CRM and experience supporting cloud/SaaS based applications
• Strong understanding of Construction and BIM industry workflows
• Excellent verbal and written communication skills with the ability to convey complex technical details

About the Company

Autodesk helps innovators turn their ideas into reality, transforming not only how things are made, but what can be made. From the greenest buildings to the smartest factories, our software empowers creators to design and make a better world.