Job Information
Autodesk Technical Support Specialist - Fusion in Montreal, Quebec
Job Requisition ID #
24WD81014
Position Overview
Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in a variety of proactive support activities; developing and presenting screencasts, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN).
You will engage with Autodesk customers by providing solutions, direction, and general troubleshooting. Our specialists collaborate closely with their peers to analyze trends in customer activity to enable the Autodesk Knowledge Network as an effective tool for achieving business objectives and have a direct influence to make the necessary changes needed to increase customer happiness and dedication.
Responsibilities
Technical Support
Resolve customer issues reported to Autodesk via chat, phone, web, online forums and other channels following documented processes
Provide prompt and efficient assistance to Autodesk customers on a variety of issues and questions related to product features and usage
Actively handle personal backlog of support requests and manage customer and partner expectations by providing timely updates on progress
Document support interactions in a company-wide case management system
Escalate customer issues to internal teams as required
Research, verify, and document product defects
Follow priority handling guidelines and escalation processes of important issues and monitoring of service level compliance
Internal Support
Participate in product beta programs & product testing events organized by the product division development teams
Remain informed on improvements in supported products in relevancy to the mechanical design industry
Assist in the fundamental development and maintenance of knowledge base quality
Influence product management and product development to make improvements
Minimum Qualifications
Bachelor degree in Mechanical Engineering, Manufacturing Engineering, Industrial Design, or similar work experience
1-3 years of manufacturing industry experience
Experience with CAD tools including Fusion, Inventor, or Solidworks
Technical knowledge of CAM workflows including Fusion CAM, PowerMill, FeatureCAM, HSM, PartMarker, or Mastercam)
Experience with CNC Programming, Machining, or Machine Setup
Strong customer service, troubleshooting, and analytical skills
Excellent written and verbal English communication skills
Additional proficiency in French would be beneficial
Learn More / Plus d'information
About Autodesk / À propos d’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!
Bienvenue à Autodesk ! Des choses incroyables sont créées chaque jour avec nos logiciels - des bâtiments les plus écologiques et des voitures les plus propres aux usines les plus intelligentes et aux plus grands films à succès. Nous aidons les innovateurs à transformer leurs idées en réalité, transformant non seulement la façon dont les choses sont faites, mais ce qui peut être fait.
Nous sommes très fiers de notre culture ici chez Autodesk - notre code en matière de culture est au cœur de tout ce que nous faisons. Nos valeurs et nos méthodes de travail aident nos employés à prospérer et à réaliser leur potentiel, ce qui conduit à des résultats encore meilleurs pour nos clients.
Lorsque vous êtes un employé Autodesk, vous pouvez être entier et authentique et effectuer un travail significatif qui aide à construire un avenir meilleur pour tous. Prêt à façonner le monde et votre avenir? Joignez-vous à nous !
Salary transparency / Transparence salariale
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.
Le salaire est l'un des éléments de l'offre compétitive d'Autodesk. Les offres sont basées sur l'expérience et la situation géographique du candidat. Outre les salaires de base, nous accordons également une grande importance aux primes annuelles discrétionnaires en espèces, aux commissions pour les fonctions de vente, aux actions ou aux primes d'encouragement à long terme en espèces, ainsi qu'à un ensemble complet d'avantages sociaux.
Diversity & Belonging / Diversité et appurtenance
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
Nous sommes fiers de cultiver une culture d’appartenance et un milieu de travail équitable où tout le monde peut s’épanouir. Pour en savoir plus, cliquez ici : https://www.autodesk.com/company/diversity-and-belonging
Are you an existing contractor or consultant with Autodesk?
Êtes-vous un sous-traitant ou un consultant existant d’Autodesk ?
Please search for open jobs and apply internally (not on this external site).
Veuillez rechercher des emplois vacants et postuler à l’interne (pas sur ce site externe).