GIS Product Support Specialist # 56581 (Autodesk, Inc)

Autodesk is the world's leading design software and digital content company, offering customers progressive business solutions through powerful technology products and services. Autodesk helps customers in the building, manufacturing, infrastructure, digital media, and wireless data services fields increase the value of their digital design data and improve efficiencies across their entire project lifecycle management processes.

Position:
GIS Product Support Specialist

Outline:
This is the third level technical position in Product Support, and requires a detailed understanding of Autodesk GIS products (Autodesk Map, Mapguide, Crisis Command and Autodesk Public Works), specialty areas, and knowledge of the related industries. A specialist’s primary responsibility is to provide direct technical support to internal and external customers and partners via approved communication channels. A specialist uses knowledge-based tools and works with colleagues to resolve technical issues. A specialist is expected to follow reported problems through to their resolution, and work with colleagues to resolve complex issues. A specialist may be assigned special projects including: documentation review, Beta participation, product demos, and presenting technical forums. A specialist reports to a Product Support Manager.

Essential duties and responsibilities:
Provide direct technical support to internal and external customers and partners via approved communication channels.
Document internal and external customer and partner interactions in the department’s knowledge based system.
Use knowledge based tools to diagnose and resolve technical issues.
Document problem resolutions in the knowledge based tools.
Be an active member of a shared responsibility team.
Provide guidance to team members researching technical issues.
Research technical issues autonomously when required.
Focus on specific duties within assigned teams.
Research, verify, and generate detailed defect reports and wishlist requests.
Work with development, testing and documentation teams during product development cycle to ensure quality.
Work with a Manager to develop a personalized employee development plan that includes training and project assignments that enhance product knowledge and general business skills.
Investigate, develop and present formal and informal training on Autodesk products and support issues as assigned.
Develop training plans and mentor new product support team members.
Proactively document and communicate issue resolutions with team members.
Lead complex projects as assigned.
Provide feedback to peers and manager for personal and peer performance evaluations.

Required Experience:
Two years in a customer support or service organization.
Bachelor’s degree or equivalent experience in Geography, Cartography/GIS, Geology, Environmental Science or related field.
Three years using Autodesk GIS/Mapping software, i.e., Autodesk Map, MapGuide, ArcView and ArcIMS to produce drawings.

Autodesk provides one of the most exceptional compensation and benefit packages, including stock options for all employees, 401k matching, six week sabbatical after four years of employment, domestic partner policy, on going employee training and development, flexible work hours and more!

If you are an extraordinary person who strives for excellence, please apply at www.autodesk.com/careers Job 56581 . Autodesk is proud to be an equal opportunity employer that is committed to a diverse workforce.

Required Skills:
Advanced knowledge of appropriate Autodesk products.
Knowledge of Microsoft Desktop Operating Systems (2000, XP, 2003), Network Operating Systems and Linux.
Knowledge of Enterprise databases, i.e., Oracle, SQL Server.
Excellent verbal and written communication skills and a strong command of the English language.
Ability to convey complex technical details.
Strong customer service skills including phone etiquette and conflict resolution.
Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical questions.
Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and be able to follow policies and procedures.
Ability to present technical information to groups.
Advanced use of time management skills to set priorities of various assignments and complete them within allocated times with little or no supervision.

Desired Skills:
Knowledge of structured programming languages including LISP, SQL and HTML.
Experience installing, configuring, maintaining, and troubleshooting network operating systems.

please apply at www.autodesk.com/careers Job 56581 .