Technical Support Specialist
3주전에
Position Overview
We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products. -someone to actively engage with Autodesk customers from the Manufacturing community by providing technical troubleshooting, solutions, and guidance for Inventor, Fusion 360, and CAM products.
Do you enjoy solving problems and helping others?
Are you passionate about customer experience?
Are you familiar with Autodesk software like Inventor, Fusion 360, CAM, or equivalent software tools?
Then we would like to hear from you. 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 will also engage in a variety of proactive support activities such as publishing technical articles in the Autodesk Support page, developing and presenting webinars, or presenting at company events like Autodesk University.
Responsibilities
Resolve customer issues reported to Autodesk via chat, phone, web, online forums and other modalities
Provide prompt, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage etc
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 critical issues and monitoring of service level compliance
Document support interactions in a case management system
Escalate customer issues to internal teams as required
Actively manage personal backlog of support requests
Manage customer expectations by providing timely updates on progress
Contribute the fundamental development and maintenance of knowledge base quality
Influence product management and product development to improve product quality
Build strong customer relationships and gain insights into their needs
Minimum Qualifications
Fluent in written and spoken Korean
Bachelor's degree in mechanical engineering, industrial design, or similar
5 or more years of industry experience
Experience with working with Korean customers
Experience with Inventor, Fusion 360, CAM (Autodesk FeatureCAM, PowerShape, PowerMill, PartMaker, HSMWorks) or other tools
Demonstrable capability to "own" the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed
Team player skills
Customer service, troubleshooting, and analytical skills
Experience with OS (Windows, Mac) configuration and troubleshooting
Good written and verbal English communication skills
Experience with Simulation tools such as Nastran or CFD (Optional)
The Ideal Candidate
Customer-focused: Building strong customer relationships and delivering customer-centric solutions with empathy and attention to detail
Decisive: Making good and timely decisions. Clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
Accountable: Holding yourself and others accountable to meet commitments
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
A Nimble Learner: Actively learning through experimentation when tackling new problems, using both successes and failures as learning opportunities
A Team Player: Building partnerships and working collaboratively with others to meet shared objectives
Valuing Differences: Recognizing the value that different perspectives and cultures bring to an organization
#LI-KC1
Learn More
About Autodesk
Welcome to Autodesk Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package. Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).
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