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Technical Support Specialist - Civil 3D
Technical Support Specialist Civil 3D
(Remote - Boston, Portland, or Dever | US)
Description
Our Partner is seeking a remote Technical Support Specialist with over 3 years of experience in Autodesk Civil 3D software. The person must live near one of our Partner hubs (Boston, Portland, or Denver). Engage with our Partner's customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Partner's Network.
Responsibilities
(Remote - Boston, Portland, or Dever | US)
Description
Our Partner is seeking a remote Technical Support Specialist with over 3 years of experience in Autodesk Civil 3D software. The person must live near one of our Partner hubs (Boston, Portland, or Denver). Engage with our Partner's customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Partner's Network.
Responsibilities
- Technical Support:
- Respond to support requests through multiple channels and following documented processes.
- Document support interactions in a company-wide case management system.Advance unresolved issues to senior staff.
- Research, verify, and document product defects.
- Manage personal backlog of support requests.
- Manage customer and partner expectations by providing updates on progress.
- Internal Support:
- Participate in product BETA programs and product testing events organized by the product division development teams.
- Remain informed on improvements in supported products in relevancy to the ENI industry.
- Support the fundamental development of knowledge base quality.
- Influence product management and product development to make improvements.
Minimum Qualifications
- Bachelor's in Engineering or related.
- 3 years of ENI industry experience.
- Proficiency or familiarity using Autodesk Civil 3D software in a production environment.
- Customer Support and Troubleshooting Experience.
Who You Are
- You are People-Minded and Influential. You can empathize with, respond to, and troubleshoot customer issues, and enjoy being a role model that inspires others and fosters positive environments.
- You can act quickly based on sound logic and consideration of consequences.
- You can clarify assignments, prioritize work, and take ownership to ensure it's done.
- You can strategize and articulate recommendations and rationale that build support with important decision-makers.
- You are Curious. You learn from mistakes and are always looking for opportunities to develop new skills.
About our Partner
With our Partner's 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. Their software is used by everyone - from design professionals, engineers, and architects to digital artists, students, and hobbyists. They always explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Their specialists collaborate with their peers to analyze trends in customer activity and have a direct influence on making the necessary changes needed to increase customer happiness. Their ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
With our Partner's 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. Their software is used by everyone - from design professionals, engineers, and architects to digital artists, students, and hobbyists. They always explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Their specialists collaborate with their peers to analyze trends in customer activity and have a direct influence on making the necessary changes needed to increase customer happiness. Their ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
Pay Rate: $30 - $32 (depending on skills and experience) under a W-2 contract.
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