Technical Support Specialist, Autocad Electrical

1 week ago

Montréal, Canada Autodesk Full time

Job Requisition ID #
- 22WD63897

Position Overview

Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us 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 screencasts, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network.

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 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.

**Responsibilities**:
Technical Support
- 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

Minimum Qualifications
- Experience using AutoCAD Electrical, AutoCAD
- Strong customer service, troubleshooting, and analytical skills
- Strong written and verbal English communication skills. Additional language skills are advantageous
- Experience using other AutoCAD Toolsets are a plus

Preferred Qualifications
- 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.

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