Technical Support Specialist, Bim

Job Requisition ID #
- 22WD65468

Spécialiste du support technique, BIM 360 - Entreprise

Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the 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 Support Manager, you would actively engage with Autodesk Enterprise Priority and Premium customers to provide solutions, direction, and general troubleshooting for BIM 360 and associated products via phone, chat, and web.

Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.

We are hiring a Technical Support Specialist to join our Enterprise Priority team. This is a group of highly motivated industry professionals who are responsible for resolving Enterprise-level customer issues through an empathetic approach. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with Autodesk BIM 360 and Enterprise workflows? Then we would like to hear from you

**Responsibilities**:
- Respond to BIM 360 support requests from customers, first-focus on Enterprise and Premium clients- Prioritize critical technical issues and monitor service level compliance- 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- Assist in the fundamental development and maintenance of knowledge base quality

Minimum Qualifications- Bachelor's in Engineering or related- 2+ years of BIM industry experience- Proficiency or familiarity using Autodesk BIM 360 software in a production environment- knowledge of additional Autodesk software a plus- Strong customer service, troubleshooting, and analytical skills- Strong written and verbal English communication skills. Additional language skills are advantageous- 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 to better 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

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Nos spécialistes collaborent étroitement avec leurs collègues afin d’analyser les tendances d’activité des clients. Ainsi, ils s’assurent qu’AKN demeure un outil efficace adapté aux objectifs des entreprises, en plus d’influencer les prochains changements nécessaires pour améliorer la satisfaction et la fidélité des clients.

Sous la responsabilité d'un responsable de l'assistance, vous vous engagerez activement auprès de la clientèle Autodesk Enterprise Priority et Premium pour leur fournir des solutions, des conseils et un dépannage général pour BIM 360 et les produits associés par téléphone, par clavardage et par notre site Web.

Nos spécialistes collaborent étroitement avec leurs pairs pour analyser les tendances de l’activité des client(e)s, tirer parti ou contribuer au développement d’Autodesk Knowledge Network, augmentant ainsi la satisfaction et le dévouement des client(e)s. Vous pourrez également participer à d’autres activités d’assistance proactive, notamment en préparant et présentant des webinaires ou du matériel de formation, en animant des séances de questions et réponses dans nos communautés en ligne ou en effectuant des présentations lors d’événements d’entreprise, comme Autodesk University.

Nous embauchons un(e) spécialiste du support technique pour rejoindre notre équipe Enterprise Priority. Il s’agit d’un groupe de professionnel(le)s de l’industrie très motivé(e)s qui sont responsables de la résolution des problèmes des clients à l’échelle de l’entreprise grâce à une approche empathique. Vous