Assist Autodesk Tandem customers by responding to questions and issues submitted via multiple communication platforms
Manage customer cases meticulously by logging cases with accurate information
Performing research, root cause analysis, and troubleshooting to resolve cases
Understanding the customer needs and providing proactive suggestions to improve customer use
Escalating critical issues while partnering with engineering for resolution for customer
Updating the customer with issue status, resolution expectations, and workarounds
Develop reports with trend analysis of customer issues and maintain support insights
Share your knowledge of our products by contributing to the development of our knowledge base
Advocate the customers’ needs by actively participating on our community message boards
Create and deliver effective content for the customer to achieve the full potential of their technology investment

5+ years’ experience with the BIM, Architecture, Construction industry or related fields
8+ years’ experience supporting customers in the software industry
Excellent communication skills, both written and verbal
Ability to present and engage with both internal and external stakeholders
Strong analytical, problem solving, decision-making and facilitation skills
Ability to convey complex workflows coherently to a live or virtual audience
Strong work ethic, high-quality standards and passionate about great customer experiences

Product Support Specialist

Key skills