Technical Support Specialist – AutoCAD

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November 10

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Gigmo Solutions

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SaaS • B2B • Artificial Intelligence

Gigmo Solutions is a company that specializes in optimizing customer support services through the use of gig workers and advanced AI technologies. By leveraging a global platform of motivated gig workers, Gigmo Solutions helps businesses reduce their support costs effectively. The company’s AI platform rigorously tests and onboard employees worldwide, ensuring high-quality support while providing agility and efficiency in customer service. Gigmo Solutions makes customer support seamlessly adaptable and cost-efficient by utilizing the gig economy and cognitive computing.

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• Respond to support requests via multiple channels and adhere to documented processes • Participate in driving the organizational vision, global projects and initiatives; proactively identify more efficient strategies to promote efficiency • Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards. Prioritize critical technical issues and monitoring of service level compliance • Actively handle personal backlog of support requests • Manage customer and partner expectations by providing timely updates on progress • Participate in product beta programs & product testing events organized by the product development teams • Research and verify product issues/solution using our Knowledge Base or our internal case management system • Assist in the development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology • Influence and contribute to product management and development to contribute to successful improvements • Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders • Drive communication in the organization; ensure new information is coordinated with support teams and partner teams • Work closely with extended Autodesk teams such as Client Services, Renewals hub and Sales team to resolve customer issues

🎯 Requirements

• Bachelor's degree or diploma in related field OR equivalent product experience with AutoCAD in relevant industry • Competent knowledge in Autodesk AutoCAD, AutoCAD LT • Experience using other AutoCAD verticals - AutoCAD Architecture, AutoCAD Electrical, AutoCAD Map 3D, AutoCAD Plant 3D, AutoCAD MEP are a plus • At least 5 - 7 years of industry working experience • 3+ years of technology and customer support experience • Proficient in CRM • Experience supporting cloud/SaaS based applications • Proficiency or familiarity with Construction and BIM industry needs and workflows • Demonstrable capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem • Exceptional team player skills • Ability to work in flexible working hours • You build strong customer relationships and gain insights into their needs • Able to manage several projects and technical requests at a time, setting the right priorities • Demonstrated ability to build and maintain strong relationships with partners and customers • Excellent verbal and written communication skills; ability to convey complex technical details coherently to a live or virtual audience • Team player who enjoys supporting and interacting with other members of a shared responsibility team