AutoCAD Technical Support Specialist with German

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers to get the best out of their products. Someone to actively engage with our customers from the Manufacturing community by providing solutions, direction, and general troubleshooting for Inventor Professional. Do you enjoy solving problems and helping others. Are you passionate about customer experience. Are you familiar with software like AutoCAD and equivalent software tools. Then we would like to hear from you. Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via 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 webinars, hosting Q&A sessions on our online communities, and publishing technical articles. You may also engage in a variety of proactive support activities, developing and presenting webinars, or presenting at company events like Autodesk University.

Responsibilities

• Resolve customer issues reported via chat, web, online forums, and other channels
• Provide prompt, friendly, and efficient assistance to customers on a variety of issues and questions related to product features, usage etc.
• Document support interactions in a company-wide case management system
• Escalate customer issues to internal teams as required
• Actively manage personal backlog of support requests
• Manage customer expectations by providing timely updates on progress
• Assist in the fundamental development and maintenance of knowledge base quality
• Influence product management and product development to make improvements

Minimum Qualifications

• 1-3 years’ demonstrated experience in problem solving and troubleshooting
• Computer-aided design is not unfamiliar to you
• Strong customer service, troubleshooting, and analytical skills
• Strong written and verbal German and English communication skills. Additional language skills are advantageous
• Experience using other AutoCAD verticals is a plus
• Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed
• You build strong customer relationships and gain insights into their needs
• You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations

The Ideal Candidate

• A Team Player: You build partnerships and work collaboratively with others to meet shared objectives
• Valuing Differences: You recognize the value that different perspectives and cultures bring to an organization
• A Nimble Learner: You are self-driven and learn through experimentation when tackling new problems, using both successes and failures as learning opportunities