Remote Technical Support Manager Jobs in Michigan

Position Overview

We are hiring a Technical Support Specialist to join our Product Support Team. This is a group of highly motivated industry professionals who are responsible for resolving customer issues through an empathetic approach.Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with AutoCAD Electrical and Enterprise workflows?

Then we would like to hear from you!

Reporting to a Support Manager, you would actively engage with Autodesk customers to provide solutions, direction, and general troubleshooting for AutoCAD Electrical products via phone and web.

Our specialists collaborate closely with their peers to analyze trends in customer activity and leverage/contribute to the development of the Autodesk Knowledge Network, increasing customer satisfaction and dedication. You may also engage in other proactive support activities such as: developing and presenting webinars or training materials, hosting Q&A sessions on our online communities, or presenting at company events like Autodesk University.

Responsibilities

• Respond to AutoCAD Electrical and AutoCAD support requests from customers

• Prioritize critical technical issues and monitor service level compliance

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

• Advance unresolved issues to senior staff as required

• Research, verify, and document product defects

• Actively handle personal backlog of support requests

• Manage customer and partner expectations by providing timely updates on progress

• Assist in the fundamental development and maintenance of knowledge base quality

Minimum Qualifications

• Bachelor's in Engineering or related

• 6+ years of industry experience

• Proficiency or familiarity using AutoCAD and AutoCAD Electrical software in a production environment

• knowledge of additional AutoCAD verticals a plus

• Strong customer service, troubleshooting, and analytical skills

• Strong written and verbal English communication skills. Additional language skills are advantageous

The Ideal Candidate

• People-minded: empathizing with, responding to, and problem-solving customer issues

• Prompt: making timely decisions based on sound logic and consideration of the consequences

• Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves

• Organized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high-quality manner

• Strategic: offering articulate recommendations and rationale and builds support with key decision makers

• A wet sponge: actively listening to others in order to communicate technical information clearly and concisely

• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills

• Influential: being a role model inspiring others and affecting a positive impact

Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the AKN as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.

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 - it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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