Senior Technical Support Specialist - Inventor

Position Overview 
We are hiring a Senior Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their Autodesk products.  
  
Do you enjoy solving problems and helping others? Are you passionate about customer experience? Using troubleshooting and communication skills, you will focus on solving issues. You will properly analyze, document, and resolve issues, creating an outstanding customer experience and enhancing the team's knowledge. You will report to a Technical Support Manager and use good judgment, critical thinking, and independent decision-making when managing case load.  
  
To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer. 
 

Responsibilities 

• Resolve customer issues across multiple channels (chat, phone, web, forums) with timely, friendly, and efficient support  

• Provide expert guidance on product features, usage, and design automation to Autodesk customers  

• Research, verify, and document product issues and solutions in internal systems and customer-facing knowledge base articles  

• Document all support interactions accurately in the case management system  

• Manage and prioritize personal backlog of support requests, including proactive handling of unassigned cases  

• Handle escalations effectively, ensuring priority issues are addressed and service level commitments are met  

• Troubleshoot and solve complex technical problems by applying best practices and innovative approaches  

• Perform root cause analysis, identify trends, and maintain insights to improve support quality  

• Collaborate across teams and assist colleagues on challenging cases to drive effective resolution  

• Influence product management and development by providing feedback to improve products and customer experience  

• Maintain clear and proactive communication with customers, including regular updates and expectation management  

• Continuously improve technical knowledge through self-driven learning on product enhancements and features  

• Contribute to process improvements and support delivery strategies, including ongoing operational enhancements  

• Prioritize and manage support across different service tiers (Standard, Business, Enterprise)  

• Work independently with guidance at key points, demonstrating strong ownership and accountability  

• Mentor or support less experienced team members as needed