Product Support Representative

Job Requisition ID #

Position Overview

Come join the Autodesk Tandem team and be part of a startup-like environment with a big impact on a brand-new product at the forefront of new technology! Our mission is to create Digital Twin technology and solutions that help people imagine, create, and transform how buildings are designed, built, and operated.

Autodesk is hiring a Product Support Specialist who has experience with resolving technical issues to a high degree of customer satisfaction while building towards long term customer success, experience, and adoption. You excel at building empathy for the customer and relentlessly pursuing their challenges, issues, and questions with the onboarding and usage of our product as well as helping customers realize the power of the Autodesk Tandem solution. You will report to the Head of Customer Success in this role.

To be successful in this role you need to be passionate about ensuring outstanding customer experiences, be an unyielding advocate for customer needs, be able to lead by influence at all levels of the organization, and have the desire to build product and technology awareness among customers, partners and stakeholders. You are the liaison and trusted advisor to the Autodesk Tandem team and work to establish key relationships and connection points to translate customer challenges into well-articulated published workflow solutions.

Responsibilities

• Assist Autodesk Tandem customers by responding to questions and issues submitted via multiple communication platforms. Customer interactions can include, but are not limited to troubleshooting technical issues, product usage questions, onboarding, setup, and fielding licensing and account management issues inquiries

• Manage customer cases by:

  • Logging cases with accurate information to provide a full record of each issue and resolution

  • 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

• Learn and understand the workflows and requirements of customers and help them to understand how they can leverage Autodesk Tandem to bring value to their organization

• Create and deliver effective content for the customer to achieve the full potential of …