Senior Autodesk Application Support Specialist

• Resolve issues for Autodesk product users.
• Research, verify, and document product defects
• Provide prompt, and efficient assistance to team members with a problem with their tools and 3rd party applications & plugins.
• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base
• Priority handling and escalation of critical issues and monitoring of service level compliance
• Perform Triage of issue to make sure it is in the correct support queue
• Document support interactions in a company-wide case management system
• Perform root cause analysis to mitigate recurrence
• Escalate customer issues to senior staff if required
• Manage team backlog of support requests
• Manage user expectations by providing updates on progress
  

• Bachelor's degree in Mechanical / Chemical / Civil engineering/ / Architecture or equivalent degree
• At least 6~8 years of industry working experience
• Proficiency Autodesk products – Autocad Revit, Civil 3D, Plant 3d, Navisworks, Innovyze apps etc. would be an added advantage
• Knowledge of BIM Standards and workflows
• Willingness to "own" the problem (user issue), troubleshoot and ability to solve or mitigate the problem
• Work in flexible working hours in a Hybrid work culture
• Identify workflow issues if a user could perform the task with another tool or method to produce a similar result.
• Verify product issues
• Document problems and solutions in short, clear articles for our knowledge base
  

The Ideal Candidate

• Service Minded – caring for our employees and being sensitive to their deadlines
• Clarify assignments, prioritize work and attend to detail to ensure work is done
• Take ownership of tasks & issues & be accountable for them
• Take on new opportunities and tough challenges, and enthusiasm
• Stay up to date with industry trends
• Learn through experimentation when solving new problems, using both successes and failures as learning opportunities
• A Team Player & willingness to share the learnings with fellow colleagues
• Perpetual learner – adapts to new challenges quickly