Product Support Specialist Product Support Specialist Location:
Boston, MA- United States Job ID: 18WD29670 Global Technical Support @
Autodesk Our specialists collaborate closely with their peers to
analyze trends in customer activity to enable the AKN as an effective
tool for achieving business objectives and have a direct influence to
make the necessary changes needed to increase customer happiness and
dedication. Position Overview Actively engage with Autodesk
customers from the Engineering, Natural Resources, and Infrastructure
(ENI) community by providing solutions, direction, and general
troubleshooting. Reporting to a Technical Support Manager, you are
responsible for resolving 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 a variety of proactive support
activities; developing and presenting webinars, hosting Q&A sessions on
our online communities, and publishing technical articles in the
Autodesk Knowledge Network (AKN). **Responsibilities ** Technical
Support * Respond to support requests via multiple channels and
following documented processes * Document support interactions in a
company-wide case management system * Advance unresolved issues to
senior staff as required * Research, verify, and document product
defects * Actively handle personal backlog of support requests * Manage
customer and partner expectations by providing timely updates on
progress Internal Support * Participate in product BETA programs &
product testing events organized by the product division development
teams * Remain informed on improvements in supported products in
relevancy to the ENI industry * Assist in the fundamental development
and maintenance of knowledge base quality * Influence product management
and product development to make improvements Minimum Qualifications
- Bachelor's in Engineering or related * 3 years of ENI industry
experience * Proficiency or familiarity using Autodesk Civil 3D software
in a production environment * Strong customer service, troubleshooting,
and analytical skills * Strong written and verbal English communication
skills. Additional language skills are advantageous The Ideal
Candidate * People-minded: empathizing with, responding to, and
problem-solving customer issues * Prompt: making timely decisions based
on sound logic and consideration of the consequences * Take initiative:
having a strong sense of ownership with a bias for action and
willingness to role-up your sleeves * Organized: clarifying assignments,
prioritizes work and pays attention to detail to ensure work is done in
a timely and high quality manner * Strategic: offering articulate
recommendations and rationale and builds support with key decision
makers * A wet sponge: actively listening to others in order to
communicate technical information clearly and concisely * Intellectually
curious: learning from mistakes, adapting to change, and seeking out
ways to develop new skills * Influential: being a role model inspiring
others and affecting a positive impact About Autodesk With Autodesk
software, you have the power to Make Anything. The future of making is
here, bringing with it radical changes in the way things are designed,
made, and used. Its disrupting every industry: architecture,
engineering, and construction; manufacturing; and media and
entertainment. With the right knowledge and tools, this disruption is
your opportunity. Our software is used by everyone - from design
professionals, engineers and architects to digital artists, students and
hobbyists. We constantly explore new ways to integrate all dimensions of
diversity across our employees, customers, partners, and communities.
Our ultimate goal is to expand opportunities for anyone to imagine,
design, and make a better world. **Primary Location: **Americas-United
States of America-Massachusetts-Boston **Work Locations: ** **Job:
**Customer %26 Product Support **Organization: **Autodesk Inc.