Job Description

Job Requisition ID #24WD75730Position OverviewReporting to a Technical Support Manager, you resolve 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 multiple proactive support activities, publishing technical articles in the Autodesk Knowledge Network (AKN), hosting Q&A sessions on our online communities, and presenting webinars or other technical presentations.Location: You will report to the Bangalore office as this role is Hybrid from Bangalore.Work Time: 10:00 PM IST to 6:30 AM ISTResponsibilitiesRespond to support requests via multiple channels by following documented processes and managing those ongoing relationships to ensure resolutionDocument support interactions in a company-wide case management systemAdvance unresolved issues to senior staffResearch, verify, and document product defectsHandle the personal backlog of support requestsUse Kaizen/Rapid Improvement and Work Out methodologies to help fast-track improvements, supporting deployment of lean tools across the customer programmesManage customer and partner expectations by providing updates on progressParticipate in product BETA programmes and product testing events organised by the product division development teamsRemain informed on improvements in supported products in relevance to the Manufacturing industryAssist in the fundamental development of knowledge base qualityInfluence product management and product development to make improvementsMinimum QualificationsBachelor's degree in Manufacturing Engineering, or similar3+ years of experience as a Customer Service, Customer Support, or Consultant3+ years of industry experienceWillingness to work flexible hours (AMER hours)Technically savvy; understanding of a related technologyCustomer service, troubleshooting, and Experience assessing the severity of customer issuesExcellent Experience assisting customers through chat and email supportThe Ideal CandidatePeople-mindedPromptExperience establishing procedures to ensure client satisfactionStrategicInfluential#LI-SV2Learn MoreAbout 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 youre 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 Autodesks competitive compensation package. Offers are based on the candidates 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:Are you an existing contractor or consultant with Autodesk?Please search for open jobs and apply internally (not on this external site).

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