Senior Technical Support Specialist - ENI (EMEA Shift)

You will resolve customer issues reported to Autodesk by multiple modalities and other channels and document them in our Knowledge Base. You may also be part of a variety of proactive support activities, presenting webinars, or presenting at company events like Autodesk University.Shift Timing–EMEA (02:00 PM IST to 10:30PMIST) however it may change as per business requirements (the candidate need to be flexible for shift).ResponsibilitiesResolve customer issues reported to Autodesk by chat, phone, web, online forums and other channelsProvide prompt, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage, design automationResearch, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management systemPriority handling and escalation of important issues and monitoring of service level complianceSolve complex problems of diverse scope by taking a new perspective on existing solutions and applying knowledge of best practices in practical situations.Document support interactions in a company-wide case management systemPerform root cause analysis, identify issue trends & maintain support insightsAssist team on challenging cases & enable cross team collaborationActively manage personal backlog of support requestsShould possess strong escalation handling skillsInfluence product management and product development to make improvementsSolve complex problems of diverse scopes by taking a new perspective on existing solutions and applying knowledge of best practices in practical situations.May also have accountability for leading and improving on-going processes.Work independently, with close guidance given at critical points.May begin to act as a mentor or resource for colleagues with less experience.Minimum QualificationsBachelor's degree or equivalent experience in Civil, Architecture, Mechanical, or a related field.Competent knowledge in Civil 3D with 5 or more...