Autodesk Technical Support Specialist, AutoCAD & Plant 3D in Portland, Oregon
Job Requisition ID #
Actively engage with Autodesk customers by providing solutions, direction, and general troubleshooting. Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the Autodesk Knowledge Network (AKN) as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.
Reporting to a Technical Support Manager, you are responsible for resolving customer issues with AutoCAD Plant 3D and AutoCAD via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in a variety of proactive support activities; developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).
Respond to support requests via multiple channels and following documented processes
Document support interactions in a company-wide case management system
Advance unresolved issues to senior staff as required
Research, verify, and document product defects
Actively handle personal backlog of support requests
Manage customer and partner expectations by providing timely updates on progress
Participate in product BETA programs & product testing events organized by the product division development teams
Remain informed on improvements in supported products
Assist in the fundamental development and maintenance of knowledge base quality
Influence product management and product development to make improvements
Minimum 1 years Experience using Autodesk AutoCAD Plant 3D
Strong customer service, troubleshooting, and analytical skills
Strong written and verbal English communication skills
Experience using Autodesk Map 3D, AutoCAD Electrical
AutoCAD Toolsets is a plus
Additional language skills are advantageous
The Ideal Candidate
People-minded : empathizing with, responding to, and problem-solving customer issues
Prompt : making timely decisions based on sound logic and consideration of the consequences
Take initiative : having a strong sense of ownership with a bias for action and willingness to role-up your sleeves
Organized : clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner
Strategic : offering articulate recommendations and rationale and builds support with key decision makers
A wet sponge : actively listening to others in order to communicate technical information clearly and concisely
Intellectually curious : learning from mistakes, adapting to change, and seeking out ways to develop new skills
Influential : being a role model inspiring others and affecting a positive impact
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.
Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers at mailto:Careers%20%3Ccareers@autodesk.com%3E .
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
- Autodesk Jobs