About This Role
The Senior Technical Support Specialist provides expertise in Autodesk Construction Cloud, BIM 360, Revit, and Navisworks to assist customers in adopting Autodesk solutions. This role focuses on delivering technical guidance and troubleshooting assistance through various support channels, ensuring customer success and maximizing the value of Autodesk investments.
Responsibilities
- Respond to customer support requests through multiple channels while adhering to established support processes and service standards
- Participate in driving organizational initiatives and proactively identify opportunities for improvement
- Monitor performance against established service levels and ensure achievement of individual and team targets
- Prioritize critical technical issues, monitor service level compliance, and ensure timely resolution of customer concerns
- Actively manage assigned support cases and maintain an organized backlog to ensure efficient case resolution
- Manage customer and partner expectations by providing timely updates on case progress and resolution timelines
- Participate in product beta programs and testing initiatives organized by Product Development teams
- Develop and maintain high-quality internal knowledge base content using Knowledge-Centered Service (KCS) methodologies
- Collaborate with Product Management and Product Development teams to identify product improvements and enhance the customer experience
- Investigate and coordinate the resolution of escalated technical issues while maintaining clear communication with customers and relevant stakeholders
- Facilitate effective communication across Support teams and Channel Partners to ensure timely sharing of relevant information
- Collaborate with extended Autodesk teams, including Client Services, Renewals, and Sales, to resolve customer issues and improve customer outcomes
Requirements
- Bachelor's degree in Design, Engineering, Infrastructure, or a related discipline, or equivalent professional experience
- Working knowledge of Autodesk Construction Cloud, BIM 360, Revit, and Navisworks
- 5–7 years of relevant industry experience
- Strong understanding of construction industry requirements and Building Information Modeling (BIM) workflows
- Excellent written and verbal communication skills with the ability to explain complex technical concepts clearly to both live and virtual audiences
Nice to have:
- 5+ years of experience in technology or customer support roles
- Proficiency with Customer Relationship Management (CRM) systems
- Experience supporting cloud-based or Software as a Service (SaaS) applications
- Demonstrated ability to take ownership of customer issues, troubleshoot effectively, and implement appropriate solutions or mitigations
