Senior Technical Support Specialist BIM 360/ACC

Position Overview

We are hiring a Senior Technical Support Specialist for AMER PST shift, to join our friendly team of tech enthusiasts assisting customers to get the best out of their BIM & ACC skills.

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Then we would like to hear from you! You will resolve customer issues reported to Autodesk by multiple modalities and other channels and documenting them in our Knowledge Base. You may also be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk University. You will be working the AMER shift (10:00 PM IST to 6:30 AM IST). The work location is Bangalore, India (Hybrid model), and you will report to the Technical Support Manager.

Responsibilities

• Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels
• Provide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automation
• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system
• Priority handling and escalation of important issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system
• Perform root cause analysis, identify issue trends & maintain support insights
• Assist team on challenging cases & enable cross team collaboration

Minimum Qualifications

• Bachelor's degree or equivalent in Civil or Architecture
• Proficient in managing workflows across BIM and Autodesk Construction Cloud (ACC) platforms within a production environment. Skilled in authoring tools such as Revit and Navisworks, with hands-on experience in coordinating and executing BIM processes
• Possess in-depth knowledge of BIM standards and a strong understanding of BIM 360 and ACC workflows. Adept at applying these tools and standards to drive efficiency and collaboration in real-world project settings
• Strong verbal and written English skills
• Exceptional team player skills
• You build customer relationships and gain insights into their needs
• You identify opportunities that benefit our customers and build solutions to meet their expectations
• Build customer relationships and find customer-centric solutions with empathy
• Clarify assignments, Prioritizing work and attending to detail to ensure work is done