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Job Description for Revit SupportSpecialist: DESCRIPTION
• The Product Support Specialist provides technicalsupport of Autodesk products to our customers and partners. Usingtroubleshooting and communication skills, this role ensures technical problemsare analyzed, documented, and resolved, creating an outstanding customerexperience and enhancing the team's knowledge. This role reports to a SupportManager and requires the use of judgment and independent decision making whenmanaging caseload. The PS Specialist works closely with Industry Leads toharness intelligence from customer experiences with Autodesk products. Thisdata is used by Product Development and Product Management organizations todrive the improvements that matter most to our customers. As a global leader in3D design, engineering, and entertainment software, Autodesk helps peopleimagine, design, and create a better world. Autodesk accelerates better designthrough an unparalleled depth of experience and a broad portfolio of softwareto give customers the power to solve their design, business, and environmentalchallenges. In addition to designers, architects, engineers, and media andentertainment professionals, Autodesk helps students, educators, and casualcreators unlock their creative ideas through user-friendly applications.
ROLE/PURPOSE
• Provides product technical support to customers; usestroubleshooting skills and resources to identify and resolve technical problemswhile striving to ensure and deliver an outstanding customer experience duringthe problem solving process. As a member of a technical team collaborates withteam members to ensure inquiries and questions on Autodesk suite of productsare researched, analyzed, resolved and answered. Records customer issues intechnical documents and database. Acting as the "voice of the customer"documents and provides feedback to the product management and development team.
PRINCIPAL DUTIES AND RESPONSIBILITIES
PREMIUM SERVICES:
Work with Premium Customers at the following tasks:
Technical account management for Premium Customers, will actas single point of contact for all technical support queries.
• Onsite support to help with installations,modernizations, and other issues.
• Critical period support to cover upgrades andinstallations occurring outside office hours.
• Regular status reports to keep Customers informed andfirmly in control of next steps and future actions.
• Priority handling for escalated critical issues withCustomer Support.
• Premium Support workshops to introduce the PremiumSupport service.
INTERNAL SERVICES:
• Technical escalations: provide escalation assistance tointernal Teams for complex products.
• Division Relationship: Ensure correct prioritization,visibility and resolution of technical escalations.
• Readiness and Training: provide readiness training tointernal Teams, Autodesk Channel and Premium Customers. Ensure stakeholders areready to use or support new products and releases and have the information andtraining needed in time.
TECHNICAL TROUBLESHOOTING AND RESOLUTION:
• Responds to customer request for support via telephoneor electronic queue. Customer request may range from installation, networking,licensing, feature usage, configuration issues etc.
• Utilizes internal resources and/or knowledge-basedresource and tools to diagnose and resolve technical issues.
• Escalates unresolved customer issues to senior staff ormanagement.
• Perform proper documentation, including the following:
• Documents customer interactions and problem resolutionsthrough incident tracking and knowledge-base articles.
• Documents and report defects and customer requests toproduct development teams.
TEAMWORK:
• Works closely with other technical team memberscollaborating and exploring possible solutions to customer problems andinquires.
• Fosters an environment of teamwork and opencommunication by sharing information resulting from the resolution of complexproblems; focus is on learning from and teaching others.
MANAGES INTERPERSONAL RELATIONSHIPS:
• Requires using strong interpersonal/customer service skillswith both customer and team members while balancing multiple priorities andworking through a high-pressured workload.
• Establishes strong rapport with customers and balancescustomer satisfaction while ensuring a timely resolution to their technicalproblems.
• Communicates an understanding of customer's technicalproblems and their overall product and goals which may lead to guidingcustomers to other Autodesk products.
• Establishes rapport in communicating with development,testing, and documentation teams during product development cycle whileadvocating on behalf of the customer.
REQUIRED SKILLS:
• Bachelor's degree in Architecture, Engineering,Construction or related field
• Broad knowledge on AEC industry.
• Experience in support or troubleshooting software
• Knowledge with either using or supporting Autodesk AEC software,e.g. Revit or Navisworks • Knowledge about AutoCAD and AutoCAD related products
• Skills of using English as communication tool
• Excellent verbal and written communication skills;ability to convey complex technical details coherently
• Strong customer service skills including phoneetiquette and conflict resolution
• Must have strong troubleshooting skills, analyticalproblem solving skills, and the ability to interpret/publish technicalsolutions
• Ability to present technical information to a live orvirtual audience
• Support and interact with other members of a teamenvironment
• Self-motivated and proactive, possessing strong desireto learn
DESIRED SKILLS
• Knowledge of database technology and Linux /mac systemis a plus.
• Experience installing, configuring, maintaining, andtroubleshooting network and operating systems
PRIMARY LOCATION:
• Beijing
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发表于 2013-3-11 21:09:04
