Technical Support Specialist - Installation & Licensing

Position Overview

We are hiring a Technical Support Specialist to join our friendly team of tech enthusiasts assisting customers in getting the best out of their Autodesk products. Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with the Autodesk product family? Then, we would like to hear from you!

You will report to a Technical Support Manager, and 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 various proactive support activities, presenting webinars, hosting Q&A sessions in our online communities, and publishing technical articles in the Autodesk Support site.

Responsibilities

Resolve customer issues reported to Autodesk by chat, phone, web, online forums and other channels using Japanese language

Help customers 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 their solution in short and clear articles for our Knowledge Base, or in our internal case management system

Prioritising handling and escalation of important issues and monitoring of service level compliance

Document support interactions in a company-wide case management system

Escalate customer issues to other teams as required

Manage a personal backlog of support requests

Manage customer expectations by providing updates on progress

Minimum Qualifications

Bachelor's degree in computer science, mechanical engineering, architecture, construction, civil engineering, or similar

Competent knowledge about Windows and network systems. Understand of Linux system

Capability to "own" the problem (customer issue), 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 & additional language skills are advantageous

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

Q&Aセッションの開催、オートデスク サポートサイトでの技術記事の公開など、さまざまな積極的なサポート活動にも携わることができます。

Web、オンラインフォーラム、その他のチャネルを通じてオートデスクに報告された顧客の問題を日本語で解決する

Windowsおよびネットワークシステムに関する知識があること。 Linuxシステムの理解があれば尚可

N1資格があれば尚可。

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About 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!

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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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