Escalation Lead

Do you like solving problems? Does a 'Thank you very much you've saved my business!' from a customer put a smile on your face? If yes, read on.

We are looking for an Escalation Lead – Sr. Technical Support Specialist – BIM / Revit (for Autodesk Revit, Navisworks, BIM360 / Autodesk Construction Cloud applications) to provide support services to Autodesk Customers and Partners in AMER region (PST shift). The specialist will use multiple modalities like Web, Chat, Schedule-A-Call, Phone etc. to connect with customers. Work location will be at Bangalore, India and you will report to Manager, Support function.

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  As an Escalation Lead, you will be responsible of managing the escalation received directly from our Leaders, AutoDesk Executive Team, and Enterprise Business Accounts which will be Critical to business. Escalations coming from other sources will also part of scope of handling

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  We ask that you be to work in a 24/7 environment, including weekends. However, it will be 5 days working in a week. Basis the rotation might have to work over the weekend and be available as on call person to handle any escalation received over the weekend

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  You will need to take the ownership of high priority incidents and drive it towards successful closure

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  Post resolution, analyse the cause, understand the process gaps, and suggest solutions to avoid recurrence of issue

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  Comply with established guidelines, protocols and procedures as communicated from time to time to support AutoDesk products

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  Respond to support requests by multiple channels and following documented processes

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  Participate in driving the organisational vision, global projects; identify more efficient strategies to promote efficiency

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  Monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organisational standards, prioritise important technical issues and monitoring of service level compliance

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  Handle personal backlog of support requests. Manage customer and partner expectations by providing updates on progress

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  Participate in product beta programmes and product testing events organised by the product development teams

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  Support the fundamental development of internal knowledge base quality, via the Knowledge Centred Support (KCS) methodology

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

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  Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure communication to customers and appropriate team members

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  Improve communication in the organization; ensure new information is coordinated with support teams and partner teams

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  Work with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues

• Bachelor's degree in a Design, Engineering, or Infrastructure subject, or equivalent work experience

• Competent knowledge in Revit, Navisworks, Autodesk Construction Cloud / BIM360

• At least 5-7 years of industry working experience. 1+ years of team leadership/team coaching

• 3+ years of technology and customer support experience

• Proficiency or familiarity of Construction and BIM industry needs and workflows

• Capability to "own" the problem (customer issue), troubleshoot and ability to solve or reduce the problem

• Team player skills. Work in flexible working hours

• You identify opportunities that benefit our customers and build and find solutions to meet their expectations

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

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

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

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

• Transparent and honest. Hold each other accountable to the highest ethical standards. Go to do what is best for our customers, employees, and partners

• Smart: Minimise complexity and work toward simplicity. Prioritise and apply targeted effort to the work that matters most. Aware of the impact of my words and actions on others

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

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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!

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