• Job Description

  Req#: 23WD74183

  Job Requisition ID #

  23WD74183

  Position Overview

  Autodesk is looking for a Technical Support Manager to join our Global Product Support group. With a clear focus on helping customers adopt industry-leading tools, you will lead a group of specialists resolving customer product issues reported to us via scheduling a call, logging a case, or chatting. All our teams directly influence customer adoption and enable customers to realize the value of their investment.

  As Autodesk completes its transition to a subscription and cloud-based company, there has never been a more exciting time to join the Global Product Support group as one of our live support managers. If you, if you know what it means to do business in the cloud and SaaS, and have the skills to lead through change then we want to talk to you!

  You will report to - Senior Manager, Technical Support

  Workplace Type - Candidates need to relocate to Bangalore. This is Hybrid work from the Bangalore location.

  Shift time - The current shift will be US shift hours (10:00 PM – 06:30 AM IST), subject to change as per business requirement

  Responsibilities

  • Manage a team of specialists to achieve world-class levels of customer satisfaction; ensure appropriate resources are in place and work schedules are established

  • Work globally with counterparts and leadership to respond to accountability for tasks

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

  • Ensure staff are adequately prepared to support products by developing and developing training and programs

  • Manage the implementation of global processes and plans to ensure the delivery of technical support

  • You will Measure performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards

  • Develop a team of technical support specialists adhering to the Autodesk Culture Code

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

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

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

  • Work in flexible working hours/Shifts

  Minimum Qualifications

  • Bachelor of Engineering degree in Civil, Architectural or similar

  • 3+ years of team leadership with 8 team members

  • 8+ years of technology and customer support experience

  • Relevant knowledge of Autodesk products

  • Proficient in CRM

  • Experience supporting cloud/SaaS-based applications

  • Preferred experience with KCS processes

  The Ideal Candidate

  • Smart You prioritize and apply targeted effort to the work that matters most

  • Innovative You are curious and creative

  • Inclusive You work with people who are diverse in background, culture, and ways of living

  • Impactful You are passionate about making a positive impact, and I am committed to our customers' success

  • Courageous You offer and respond to constructive feedback

  • Accountable You do what you say and say what you do

  #LI-SK1

  Learn More

  About Autodesk
  Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

  We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

  When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

  Salary transparency

  Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

  Diversity & Belonging
  We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

  Are you an existing contractor or consultant with Autodesk?

  Please search for open jobs and apply internally (not on this external site).

• About the company

  Autodesk, Inc. is an American multinational software corporation that makes software services for the architecture, engineering, construction, manufacturing, media, education, and entertainment industries.

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