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Job Requisition ID #

24WD75729

Position Overview

Reporting 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 IST

Responsibilities

• Respond to support requests via multiple channels by following documented processes and managing those ongoing relationships to ensure resolution

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

• Advance unresolved issues to senior staff

• Research, verify, and document product defects

• Handle the personal backlog of support requests

• Use Kaizen/Rapid Improvement and Work Out methodologies to help fast-track improvements, supporting deployment of lean tools across the customer programmes

• Manage customer and partner expectations by providing updates on progress

• Participate in product BETA programmes and product testing events organised by the product division development teams

• Remain informed on improvements in supported products in relevance to the Manufacturing industry

• Assist in the fundamental development of knowledge base quality

• Influence product management and product development to make improvements

Minimum Qualifications

• Bachelor's degree in Manufacturing Engineering, or similar

• 3+ years of experience as a Customer Service, Customer Support, or Consultant

• 3+ years of industry experience

• Willingness to work flexible hours (AMER hours)

• Technically savvy; understanding of a related technology

• Customer service, troubleshooting, and Experience assessing the severity of customer issues

• Excellent Experience assisting customers through chat and email support

The Ideal Candidate

• People-minded

• Prompt

• Experience establishing procedures to ensure client satisfaction

• Strategic

• Influential

#LI-SK1

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://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).

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!

Not quite ready to apply? Join our talent community (https://flows.beamery.com/autodesk/tc-signup) to stay up to date on new job opportunities and the latest Autodesk news.