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Premium Support Specialist
Denver, CO

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Job Description

Premium Support Specialist - AEC

Location: Denver, CO - United States

Job ID: 19WD32525

Position Overview

Given Autodesk's Business Model Transformation and our focus on Customer Success, our Enterprise Priority team is looking for highly motivated industry professionals who will be responsible for resolving Enterprise-level customer issues through an empathetic approach. You will provide strategic technical advisory services and support to maximize our customers' investment in Autodesk solutions.

Global Product Support (GPS) is a dynamic team of product, industry, and workflow experts responsible for delivering our Enterprise Priority Support services to our most strategic customers. We provide technical guidance, analytics, thought leadership, and hands-on, root-cause problem resolution to help and inspire our enterprise customers to maximize the business value and adoption of their technology investments.

GPS is part of our Customer Success organization and our 2000 person Worldwide Field Operations division.

Responsibilities

* Respond to support requests for our Enterprise customers


* Prioritize critical technical issues and monitoring of service level compliance


* Perform root cause analysis to mitigate reoccurrence


* Trend analysis of customer issues; maintain support insights for account team


* Advance customer issues to senior staff as required


* Research, verify and document product defects


* Actively handle personal backlog of support requests


* Document support interactions in a company-wide case management system



Minimum Requirements

* You have 2 years' experience in BIM, Architecture, Construction or related fields


* You have expert knowledge of Autodesk Revit and Generative Design in a production environment


* You have an advanced knowledge of Construction and BIM industry needs and workflows


* You have demonstrable troubleshooting and analytical skills


* You have excellent facilitation and communication skills in English


* You have a strong work ethic, craftsmanship, and quality standards



Preferred Qualifications

* You have a Bachelor's degree or equivalent experience in BIM, Architecture, or Construction


* You have knowledge of Autodesk Collaboration for Revit, Dynamo, Formit and Building Performance Analysis


* You have customer success experience


* You focus on the customer


* You build strong customer relationships and gain insights into their needs


* You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations


* You value accountability


* You follow through on commitments and make sure others do the same


* You act with a clear sense of ownership, taking personal responsibility for decisions, actions, and failures


* You establish clear responsibilities and processes for monitoring work and measuring results, including opportunities to give and receive feedback


* You have courage


* You have the passionate self-belief and trust necessary to be bold and brave in your actions to take controlled risks and encourage others to challenge your ideas, and delivery strong results


* You work cooperatively


* You are comfortable working with colleagues at all levels and from all over the world to achieve shared objectives


* You partner with others-representing your own interests while being fair to others


* You easily gain the trust and support of others and credit others for their accomplishments and contributions



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. It's 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 scientists, 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.

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