Tokyo Autodesk Full time

Technical Support Specialist

We are hiring a Technical Support Specialist to assist customers in getting the best out of their Autodesk products.

If you enjoy solving problems and helping others, and you are passionate about customer experience, and familiar with Autodesk product family, then we would like to hear from you.

You will work remotely to resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also participate in multiple proactive support activities, presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Support site.

Responsibilities

  • Help customers to solve their Autodesk product installation, configuration and licensing issues
  • Provide prompt and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage etc.
  • Research, verify and document product issues and its solution in short and clear articles for our Knowledge Base, or in our internal case management system
  • Prioritize handling and escalation of important issues and monitor service level compliance
  • Document support interactions in a company-wide case management system
  • Escalate customer issues to other teams as required
  • Manage personal backlog of support requests
  • Manage customer expectations by providing updates on progress

Qualifications

  • Bachelor's degree in computer science, mechanical engineering, architecture, construction, civil engineering, or similar
  • Competent knowledge about Windows and network system. Understanding of Linux system is an advantage
  • Capability to own the problem, troubleshoot and ability to solve the problem or escalate as needed
  • Strong customer service, troubleshooting and analytical skills
  • Exceptional team player skills
  • Strong written and verbal Japanese communication skills. N1 certification of JLPT is preferred
  • You will build customer relationships and gain insights into their needs
  • You will identify opportunities that benefit our customers and build and provide solutions to meet their expectations

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.

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