Product Support Analyst #59572

Autodesk, Inc. (NASDAQ: ADSK) is wholly focused on ensuring that great ideas are turned into reality. With seven million users, it's not surprising that 100% of Fortune 100 firms are Autodesk customers. For the eleventh consecutive year, Autodesk clients have won the Academy Award for Best Visual Effects. Autodesk is the world's leading software and services company for the manufacturing, infrastructure, building, media and entertainment, and wireless data services fields. Autodesk's solutions help customers create, manage, and share their digital assets more effectively. As a result, customers turn ideas into competitive advantage by becoming more productive, streamlining project efficiency, and maximizing profits.

Founded in 1982, Autodesk is headquartered in San Rafael, California. For additional information about Autodesk, please visit http://www.autodesk.com

Title: Product Support Analyst #59572
Location: Manchester, NH

General Summary

This is a third level technical position in Product Support, and requires a detailed understanding of either ADT, ABS or Revit, and knowledge of the AEC industries. An Analyst's primary responsibility is to provide direct technical support to internal and external customers and partners via approved communication channels. An Analyst uses knowledge-based tools and works with colleagues to resolve technical issues. An Analyst is expected to follow reported problems through to their resolution, and work with colleagues to resolve complex issues. An Analyst may be assigned special projects including: documentation review, training material creation, Beta participation, product demos, and presenting technical forums. An Analyst reports to a Product Support Manager.

Essential Duties and Responsibilities: Provide direct technical support to internal and external customers and partners via approved communication channels. Document internal and external customer and partner interactions in the department's knowledge based system. Use knowledge based tools to diagnose and resolve technical issues. Document problem resolutions in the knowledge based tools. Be an active member of a shared responsibility team. Provide guidance to team members researching technical issues. Research technical issues autonomously when required. Focus on specific duties within assigned teams. Research, verify, and generate detailed defect reports and wishlist requests. Work with development, testing and documentation teams during product development cycle to ensure quality. Attend trade shows, perform customer visits or give product demonstrations, as assigned. Work with a Manager to develop a personalized employee development plan that includes training and project assignments that enhance product knowledge and general business skills. Investigate, develop and present formal and informal training on Autodesk products and support issues as assigned. Develop training plans and mentor new product support team members. Proactively document and communicate issue resolutions with team members. Lead complex projects as assigned. Provide feedback to peers and manager for personal and peer performance evaluations.

Required Experience: Two years using ADT, ABS or Revit to produce models drawings, renderings, or animations. Experience working directly with customers in a service-related position. Bachelors degree or equivalent experience in Architecture, Engineering, Computer Science, graphics or related field. Experience troubleshooting software and hardware problems. Required Skills: Advanced knowledge of ADT, ABS and/or Revit. Must have a working knowledge of computer hardware and operating systems. Excellent verbal and written communication skills and a strong command of the English language. Ability to convey complex technical details. Strong customer service skills including phone etiquette and conflict resolution. Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical questions. Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and be able to follow policies and procedures. Ability to present technical information to groups. Use of time management to set priorities of various assignments and complete them within allocated times with little or no supervision.

Desired Experience: Two years in a customer support or service organization. Bachelors degree or equivalent experience in Architecture, Engineering, Construction, Computer Science, graphics or related field. Three years using ADT, ABS and/or Revit to produce models, drawings, renderings, or animations. Experience installing, configuring, maintaining, and troubleshooting network operating systems. MCSE Certification highly desirable Client/Server SQL Database setup and administration

Desired Skills: Knowledge Microsoft Operating Systems.

Autodesk provides one of the most exceptional compensation and benefit packages, including stock options for all employees, 401k matching, six week sabbatical after four years of employment, domestic partner policy, on going employee training and development, flexible work hours and more!

If you are an extraordinary person who strives for excellence, please apply at http://www.autodesk.com/careers - Job #59572 . Autodesk is proud to be an equal opportunity employer that is committed to a diverse workforce.


If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=250933-3-493