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Author Topic: Premium Support Specialist - AEC - MAP/MEP Building - Home based  (Read 1358 times)

Rich T.

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As a global leader in 3D design, engineering, and entertainment software, Autodesk helps people imagine, design, and create a better world. Autodesk accelerates better design through an unparalleled depth of experience and a broad portfolio of software to give customers the power to solve their design, business, and environmental challenges. In addition to designers, architects, engineers, and media and entertainment professionals, Autodesk helps students, educators, and casual creators unlock their creative ideas through user-friendly applications.
 
Job Title and Req. #:  Premium Services Specialist, Req. # 12WD10701
Location:  US Home Office Based
 
Essential Duties and Responsibilities:

Work with Premium Customers at the following tasks:
• Technical account management for Premium Customers.
• Onsite support to help with installations, modernizations, and other issues.
• Critical period support to cover upgrades and installations occurring outside office hours.
• Regular status reports to keep Customers informed and firmly in control of next steps and future actions.
• Priority handling for escalated critical issues with Customer Support.
• Premium Support workshops to introduce the Premium Support service.
• Planned support costs with fixed fees for the additional services which allows you to budget ahead.

Internal Services - Responsibilities:
• Technical escalations: provide escalation assistance to internal teams for complex products.
• Division Relationship: Ensure correct prioritization, visibility and resolution of technical escalations.
• Readiness and Training: provide readiness training to internal teams, Autodesk Channel and Premium Customers. Ensure stakeholders are ready.
Requirements:
• Bachelor's degree or equivalent experience in Architecture.
• 6+ years of experience in related field.
• Experience troubleshooting software and hardware problems.
• Advanced knowledge of Micro Application Packages Limited (MAP) products, such as CADduct and FABduct.
• Additional knowledge of the products within the Autodesk Building Design Suite, such as Revit MEP is a preferred.
• Advanced knowledge and understanding of the Architecture, MEP, and BIM industry needs and workflows.
• Comprehensive knowledge of the Microsoft Windows environment.
• Excellent verbal and written communication skills; ability to convey complex technical details coherently.
• Strong customer service skills including phone etiquette and conflict resolution.
• Strong troubleshooting and analytical skills.
• Ability to present technical information to a live or virtual audience.
• Must be decisive, self-motivated and proactive, possessing strong desire to learn.
• Willingness to follow defined policies and procedures.
• Excellent Team player enjoying supporting and interacting with other members of a shared responsibility team.
• Ability to set priorities of various assignments and complete them within allocated deadlines with little or no supervision.
• Fluency in English required.

Primary Location
: Americas-United States-New Hampshire-Manchester

https://autodesk.taleo.net/careersection/adsk_gen/jobdetail.ftl?lang=en&job=12WD10701
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