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Senior Technical Support Specialist - AutoCAD Plant 3D

Autodesk

4

(10)

Bengaluru, India

Why you should apply for a job to Autodesk:

  • 4/5 in overall job satisfaction
  • 4/5 in supportive management
  • 60% say women are treated fairly and equally to men
  • 75% say the CEO supports gender diversity
    • Ratings are based on anonymous reviews by Fairygodboss members.
  • Paid parental and maternity leaves, as well as up to $10k per calendar year for adoption, IVF, & other fertility services.
  • Paid discretionary time off for salaried employees plus a 6-week paid sabbatical after every 4 years of service.
  • A flexible workplace for most roles that meets business needs, while supporting employees with office, hybrid & remote work preferences.

    • #24WD79164

    Position summary

    lore. You will work on assigned shift to support in AMER Eastern Standard Timezone (5 pm - 1:30 am IST).

    Responsibilities

    • Respond to support requests through multiple channels and adhering to documented processes

    • Document support interactions in a company-wide case management system

    • Research, verify and document product defects

    • Priority handling and escalation of critical issues and monitoring of service level compliance

    • Handle personal backlog of support requests

    • Manage customer and partner expectations by providing updates on progress

    • Participate in product beta programmes and product testing events organized by the product development teams

    • Escalate and consult unresolved issues to senior staff

    • Trend analysis of customer issues; maintain support insights for the account team

    • Support the fundamental development of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology

    • Influence and contribute to product management and development to contribute to successful improvements

    Minimum Qualifications

    • Competent knowledge of AutoCAD Plant3D and related Autodesk products

    • Bachelor's degree or diploma in related field OR equivalent product experience in AutoCAD Plant3D in relevant industry

    • At least 6 years of experience in Oil & Gas, Refinery, Petrochemical, Chemical, Power Plants, Pharmaceutical plants industry

    • Additional knowledge of the products within the AutoCAD, specialised Toolsets and Data Management software (eg. AutoCAD Electrical, AutoCAD Mechanical, MEP, Vault, ACC, BIM, etc)

    • Proficiency in English language is required

    • You will manage several projects and technical requests at a time, setting the right priorities

    • You will build strong relationships with partners and customers

    • Team player who enjoys supporting and working with other members of a shared responsibility team

    #LI-SA1

    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 - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

    When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future 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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

    Diversity & Belonging
    We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://https://www.autodesk.com/company/diversity-and-belonging

    Are you an existing contractor or consultant with Autodesk?

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

    Why you should apply for a job to Autodesk:

  • 4/5 in overall job satisfaction
  • 4/5 in supportive management
  • 60% say women are treated fairly and equally to men
  • 75% say the CEO supports gender diversity
    • Ratings are based on anonymous reviews by Fairygodboss members.
  • Paid parental and maternity leaves, as well as up to $10k per calendar year for adoption, IVF, & other fertility services.
  • Paid discretionary time off for salaried employees plus a 6-week paid sabbatical after every 4 years of service.
  • A flexible workplace for most roles that meets business needs, while supporting employees with office, hybrid & remote work preferences.