Summary/objective
Position overview
Proactively engage with SkyTOP customers by providing solutions, direction and general troubleshooting. Collaborate closely with the customers to analyze trends in user activity to enable the SkyTOP User Network (SKUN), become an effective tool for achieving business objectives and have a direct influence to make the necessary changes, needed to increase customer satisfaction and dedication. The individual will also obtain valuable feedback from our clients to facilitate enhancement of our products, and generate success stories.
Reporting to the Service Delivery Manager, you will be responsible for resolving customer issues reported to us via phone, chat, web, online forum and other channels. In addition to reacting to customer queries, you may also engage in variety of proactive support activities; developing and presenting screen-casts, hosting Q&A sessions in our online communities, and publishing technical articles on our website and other forums.
Responsibilities
User Support
Respond to support requests via multiple channels, following documented processes.
Liaise with customers and provide feedback to the company on areas that need improvement
Document support interactions in a company –wide case management system.
Advance unresolved issues with senior staff as required.
Research verify, and document products defects.
Actively handle personal backlog of support requests.
Manage customer and partner expectations by providing timely updates on progress.
Document, maintain and publish user success stories
Internal support
Participate in product BETA activities and product testing events organized by the Product Development teams
Remain informed on enhancements in supported products
Assist in the fundamental development and maintenance of knowledge base quality
Influence product management and product development teams to make improvements
Qualifications
7+ years’ experience using Autodesk and AutoCAD
Strong customer service, troubleshooting, and analytical skills. A sales or marketing background is a plus.
Strong written and verbal English communication skills. Additional language skills are advantageous.
Experience using other AutoCAD verticals would be preferred.
Personal Attributes
People-minded: able to empathize with, respond to, and solve customer issues
Prompt: capable of making timely decisions based on sound logic and consideration on the consequences
Take initiative: have a strong sense of ownership, with a bias for action and willingness to roll-up your sleeves
Organized: able to clarify assignments, prioritize work and pay attention to detail, to ensure tasks are done in a timely and high quality manner
Strategic: able to offer articulate recommendations and rationale while building support from key decision makers
A wet sponge: actively listening to others in order to communicate technical information clearly and concisely
Intellectually curious: able to learn from mistakes, adapt to change, and seek out ways to develop new skills
Influential: be a role model, inspiring others and effecting a positive impact
Other duties
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.
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