Product Support Specialist
Remote · India
Job Summary
Product Support Specialist at Autodesk Tandem focuses on resolving technical issues to drive customer satisfaction and adoption, acting as a liaison and trusted advisor to translate customer challenges into published workflow solutions. Responsibilities include responding to customer inquiries across multiple channels, meticulous case logging, root-cause analysis, proactive guidance to improve product usage, escalation with engineering as needed, updating customers on status and workarounds, developing trend reports, contributing to the knowledge base, participating in the customer Beta program, and creating content to maximize product value. The role emphasizes deep customer empathy, collaboration with stakeholders, and ability to communicate workflows clearly, supported by extensive experience in BIM/Architecture/Construction software environments and a passion for delivering outstanding customer experiences.
Required Qualifications
- Minimum Qualifications 5+ years’ experience in BIM, Architecture, Construction or related fields
- 8+ years’ experience supporting customers in the software industry
- Excellent communication skills (written and verbal)
- Ability to present and engage with internal/external stakeholders
- Strong analytical, problem solving, decision-making and facilitation skills
- Ability to convey complex workflows coherently to live/virtual audience
- Strong work ethic and passion for great customer experiences
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