Position Overview

We are looking for a Technical / Product Support Specialist (specializes in AutoCAD Electrical) to provide product support services and engages Autodesk customers in providing effective technical solutions, directions, and troubleshooting advise. The support services will be conducted via standard modalities like Web, Chat, Schedule-A-Call, Phone etc. Using analytical and communication skills, this role ensures technical problems are understood, documented, and resolved promptly and effectively, creating outstanding customer experience and enhancing the team's knowledge. As part of the Global Product Support Team, you will oversee and manage reported issues from case logging phase till eventual closure, working with product engineering team, technical leads and cross functional teams to achieve successful resolution. This role reports to a Product Support Manager and requires the use of judgment and independent decision making when managing caseload to achieve individual, team, and organizational goals.

Responsibilities

• Respond to support requests via multiple channels and adhering to documented processes

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

• Escalate and consult 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

• Participate in product beta programs & product testing events organized by the product development teams

• Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology

• Influence and contribute to product management and development to contribute to successful improvements

Minimum Qualification

• Competent knowledge of AutoCAD Electrical and related Autodesk products

• Bachelor's degree or diploma in related field OR equivalent product experience and skills in AutoCAD Electrical in relevant industry

• Additional knowledge of products within the AutoCAD and specialized Toolsets is preferred. Eg. AutoCAD Mechanical

• Proficiency in Korean and English language is required to manage customers from Korea market.

• Additional language ability (eg. Mandarin or Japanese) is a plus

• Strong troubleshooting and analytical skills

• Able to manage several projects and technical requests at a time, setting the right priorities

• Demonstrated ability to build and maintain strong relationships with partners and customers

• Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience

• Team player who enjoys supporting and interacting with other members of a shared responsibility team

The Ideal Candidate

• Adaptable: Embrace uncertainty and flex to changing circumstances quickly. See opportunities where others see failure. Committed to continuous learning and growth

• Inclusive: Work collaboratively with people who are diverse in background, culture, and ways of living. Actively seek differing perspectives to create more powerful outcomes. Own individual biases and challenge them daily

• Accountable: Do what I say and say what I do. Take responsibility for good and bad results. Inform others of decisions and plans that affect them

• Demonstrate Integrity: Transparent and honest. Hold each other accountable to the highest ethical standards. Go beyond what’s required to do what is best for our customers, employees, and partners

• Smart: Minimize complexity and strive for simplicity. Prioritize and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on others

• Humble: Show confidence, not arrogance; pride, not hubris. Share credit and shoulder responsibility