AutoCAD Product Support Specialist

For 23 years, Autodesk has invested in people, software, and technology to help customers realize their ideas-to compete and win. We first revolutionized the software industry with the AutoCAD® product, which introduced drafting on a PC. The widespread popularity of AutoCAD software forged our company's lifetime commitment to practical innovation that drives productivity and profitability. AutoCAD also paved the way for our technology leadership in industries such as building, infrastructure, manufacturing, media and entertainment, and wireless data.A Product Support Analyst is a third level technical position in Support Delivery, and requires a detailed understanding of AutoCAD, Autodesk DWF Composer, and Autodesk VIZ. An Analyst’s primary responsibility is to provide direct technical support to customers and partners via approved communication channels. As a Product Support Analyst, you will use a variety of resources to follow reported problems through to their resolution, and work with colleagues to resolve complex issues. An Analyst may also be assigned special projects including: documentation review, training material creation, Beta participation, product demos, and presenting technical forums. This position reports to a Product Support Manager in the Americas Support Delivery organization.Essential Duties and Responsibilities:Provide direct technical support to internal and external customers and partners via approved communication channels.
Document internal and external customer and partner interactions in the department's knowledge based system.
Use knowledge based tools to diagnose and resolve technical issues.
Document problem resolutions in the knowledge based tools.
Be an active member of a shared responsibility team.
Provide guidance to team members researching technical issues.
Research technical issues autonomously when required.
Focus on specific duties within assigned teams.
Research, verify, and generate detailed defect reports and wishlist requests.
Work with development, testing and documentation teams during product development cycle to ensure quality.
Attend trade shows, perform customer visits or give product demonstrations, as assigned.
Work with a Manager to develop a personalized employee development plan that includes training and project assignments that enhance product knowledge and general business skills.
Investigate, develop and present formal and informal training on Autodesk products and support issues as assigned.
Develop training plans and mentor new product support team members.
Proactively document and communicate issue resolutions with team members.
Lead complex projects as assigned.
Provide feedback to peers and manager for personal and peer performance evaluations.Required Experience:Two years using AutoCAD, Autodesk DWF Composer, or Autodesk VIZ to produce models, drawings, renderings, or animations.
Experience working directly with customers in a service-related position.
Experience troubleshooting software and hardware problems.Required Skills:Advanced knowledge of using AutoCAD, Autodesk DWF Composer, or Autodesk VIZ.
Must have a working knowledge of computer hardware and operating systems.
Excellent verbal and written communication skills and a strong command of the English language.
Ability to convey complex technical details.
Strong customer service skills including phone etiquette and conflict resolution.
Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical questions.
Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and be able to follow policies and procedures.
Ability to present technical information to groups.
Use of time management to set priorities of various assignments and complete them within allocated times with little or no supervision.Desired Experience:Two years in a customer support or service organization.
Three years using AutoCAD, Autodesk DWF Composer, or Autodesk VIZ to produce models, drawings, renderings, or animations.
Experience installing, configuring, maintaining, and troubleshooting network operating systems.
MCSE Certification highly desirable
Client/Server SQL Database setup and administration
Autodesk is always looking for extraordinary people who strive for excellence. We recognize that our success is in large part due to the outstanding talent and dedication of our employees. Your opinions, ideas, and participation in the company's decisions and actions aren't just welcome-they're expected. We take pride in a culture based on respect, collaboration, and diversity.
Because each of us has different needs and our own lifestyle, Autodesk offers a variety of benefits. A rewarding career and personal life depend in part on our continued good health and peace of mind. Autodesk therefore offers a wide range of high-quality health insurance plans, survivor and income protection plans and flexible spending accounts as part of our flexible benefits program.
REQUIREMENTS
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