Lead Technical Support Specialist

Autodesk - San Francisco, CA (30+ days ago)4.1


Lead Technical Support Specialist 18WD28676 Americas-United States of America-California-San Francisco Lead Technical Support Specialist
Location: San Francisco, CA- United States
Job ID: 18WD28676

Position Overview
Do you have great customer service skills and are technically advanced? Are you passionate about engaging your customers and collaborating with everyone you work with? If this sounds like you, read on!

In this role, you will provide global technical support and collaborate with employees. The focus is on the immediate support of customers, high first contact resolution and maintaining customer-facing service level commitments for various enterprise operations supported applications and platforms. You will utilize your combination of customer service and technical experiences to help customers automate and innovate our tools. This is an opportunity to provide premier support and maintain effective relationships with our customers while influencing and helping customers innovate more quickly adding to Autodesk’s future success.

Responsibilities
  • Serve as first point of contact between customer (employee) and greater ADSK organization
  • Respond to employee requests for technical help via chat tool, SLACK channel, telephone, instant messaging, blogs, communities or email
  • Own an incident or service request from the time it is reported until it is resolved with a goal of high percentage (80%) resolved on first contact
  • Enter incident or service request tickets in the issue tracking system for all reported incidents. Update and close incident tickets
  • Document customer interactions and problem resolutions in the issue tracking system within the ticket. Provide proactive status communication to customers until issue or request has been resolved or completed
  • Facilitate to screen and route tickets from Helpdesk web queue to next level support teams’ queues
  • Act as primary interface to user community by representing and enforcing the organizations processes and policies
  • Relay customer feedback to appropriate service groups, service owners within divisions
  • Communicate with Helpdesk Manager and other Support team members of customer impacting events. May also relate action taken back to customer
  • Maintain the Helpdesk knowledge base by updating content, processes and forms when necessary
  • Educate and train users on hardware and software applications when appropriate on service calls
  • Assist other Helpdesk team members to route complex tickets from Helpdesk web queue to other appropriate support teams’ queues
  • Mentor and/or train new Helpdesk team members regarding both technical information and work processes
  • Work with other IT groups to assist in pilots, runbooks and process documentation when there is a new service for Helpdesk to support
  • Work with partners to formulate technical requirements and identify support gaps
  • Write and implement process for team and customer support. May also participate in interviewing and hiring for the department
  • Strong working knowledge of machine learning/natural language processing and artificial intelligence approaches and techniques
  • Partner with other teams to develop and integrate virtual assistant solutions
  • Implement and follow standards and policies as defined by corporate and division senior management; escalate exceptions to direct manager or senior management staff

Minimum Qualifications
  • You have 5+ years in technical support within a call center environment
  • You have powerful sense of time management, organizational skills and effective communication
  • You have leadership experience and a strong sense of ownership with a bias for action and willingness to role-up your sleeves
  • You have 2+ years of experience with Active Directory (workflows and roles, accounts management), and Microsoft O365 applications, (SharePoint, One Drive for Business, Skype, Outlook, and Teams)
  • You are experienced in reporting and metrics, utilizing QlikView and Microsoft Excel. May assist management with reporting and analysis of DES metrics
  • Use of Service-Now ticketing system
  • Knowledge of responding to outage and trouble notifications with established OLA and SLA guidelines
  • Proficient communication and ability to collaborate with other team members, customers and service owners
  • Experience in coordinating escalation and resolution of non-priority problem tickets and works with Problem Managers on high priority tickets
  • You thrive in developing deep customer relationships and elevated levels of customer satisfaction
  • Bachelor's Degree (computer science or related degrees preferred)
  • You have excellent communication and presentation skills
  • Able to travel up to 20%

Preferred Qualifications
  • Experience in supporting integration and implementation of technology services with large enterprise or global customers and the desire for continuous learning and growth
  • You are enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers
  • Deep understanding of PowerShell scripting
  • Strong troubleshooting acumen with enterprise applications
  • Understanding of Zoom and SLACK
  • Able to provide On-Call support outside of normal business hours

About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world.