Job Requisition ID #26WD98534Position OverviewAutodesk is hiring a Product Support Specialist who has experience with resolving technical issues to a high degree of customer satisfaction while building towards long term customer success, experience, and adoption. You excel at building empathy for the customer and relentlessly pursuing their challenges, issues, and questions with the onboarding and usage of our product as well as helping customers realize the power of the Autodesk Tandem solution. You will report to the Product Support Specialist in this role.To be successful in this role you need to be passionate about ensuring outstanding customer experiences, be an unyielding advocate for customer needs, be able to lead by influence at all levels of the organization and have the desire to build product and technology awareness among customers, partners and stakeholders. You are the liaison and trusted advisor to the Autodesk Tandem team and work to establish key relationships and connection points to translate customer challenges into well-articulated published workflow solutions.ResponsibilitiesAssist Autodesk Tandem customers by responding to questions and issues submitted via multiple communication platforms. Customer interactions can include, but are not limited to troubleshooting technical issues, product usage questions, onboarding, setup, and fielding licensing and account management issues inquiriesManage customer cases meticulously by:Logging cases with accurate information to provide a full record of each issue and resolutionPerforming research, root cause analysis, and troubleshooting to resolve casesUnderstanding the customer needs and providing proactive suggestions to improve customer useEscalating critical issues while partnering with engineering for resolution for customerUpdating the customer with issue status, resolution expectations, and workaroundsDevelop reports with trend analysis of customer issues and maintain support insightsShare your kno