Senior Technical Support Specialist
Core
Provide technical support, troubleshooting, and guidance for Autodesk Construction Cloud, BIM360, Revit, and Navisworks applications to help customers adopt design tools.
Role type
Senior Technical Support Specialist (SaaS/Cloud Applications)
Builds
Customer adoption of industry-leading design tools and resolution of product issues
Domain
Construction technology, Building Information Modeling (BIM), AEC industry
Deliverable
client delivery
Required skills
Troubleshooting complex technical issues, managing customer expectations, prioritizing critical technical issues, maintaining internal knowledge base, collaborating with product development teams, working with extended support teams (Client Services, Renewals, Sales)
Preferred skills
Team leadership and coaching, CRM proficiency, supporting cloud/SaaS applications, managing multiple projects simultaneously
Technologies
Autodesk Construction Cloud, BIM360, Revit, Navisworks, CRM
Responsibilities
Respond to support requests via multiple channels, drive organizational vision and global projects, measure and monitor performance against service levels, handle personal backlog of support requests, participate in product beta programs, assist in knowledge base development, influence product management and development, direct investigation of escalated issues, drive communication within the organization, work closely with extended Autodesk teams
Seniority
Senior, hands-on IC with leadership potential