Senior Technical Support Specialist

As a Senior Technical Support Specialist at Autodesk, you will be responsible for providing support services for Autodesk Revit, Navisworks, BIM360, and Autodesk Construction Cloud applications. Your role will involve engaging with Autodesk customers to offer effective technical solutions, guidance, and troubleshooting advice to help them adopt industry-leading design tools. In this position, you will be required to address customer product issues reported through various channels such as scheduling calls, logging cases, or chat interactions. Your ability to gather and analyze critical information to understand problems, as well as generate innovative solutions, will be crucial. You will collaborate with different teams to ensure customer issues are resolved promptly and that stakeholders are held accountable for achieving goals. Reporting to a Technical Support Manager, you will exercise judgment and independent decision-making skills to manage your caseload effectively and contribute to individual, team, and organizational goals. The role is based in Bangalore, India, and the successful candidate must be willing to relocate to the area. Key Responsibilities: - Respond to support requests through multiple channels and follow documented processes - Contribute to driving organizational vision, global projects, and initiatives by identifying more efficient strategies - Monitor performance against service level targets, prioritize technical issues, and ensure service level compliance - Manage personal backlog of support requests and provide timely updates to customers - Participate in product beta programs and testing events, supporting product development teams - Assist in developing and maintaining internal knowledge base quality using the Knowledge Centered Support methodology - Collaborate with product management and development teams to drive successful improvements - Investigate and resolve escalated issues related to service delivery and customer satisfaction - Facilitate communication within the organization and coordinate information with support and partner teams - Work closely with various Autodesk teams to resolve customer issues effectively Minimum Qualifications: - Bachelor's degree in Design, Engineering, or Infrastructure, or equivalent work experience - Proficient in Revit, Navisworks, Autodesk Construction Cloud/BIM360 - 5-7 years of industry working experience, including 3+ years in technology and customer support - 1+ years of team leadership/coaching experience - Proficiency in CRM and experience supporting cloud/SaaS based applications - Familiarity with Construction and BIM industry needs and workflows - Strong troubleshooting and problems solving skills - Excellent communication skills and ability to convey technical details clearly If you are a team player with a customer-centric approach, strong technical skills, and the ability to manage multiple projects effectively, we encourage you to apply for this exciting opportunity at Autodesk. Join us in shaping the future and making a meaningful impact in the world.,