Technical Support Specialist

Job DetailsJob Location: Phoenix, AZ 85008Position Type: Full TimeEducation Level: Not SpecifiedTravel Percentage: Up to 25%Job Shift: DayJob Category: Customer ServiceLocation: North Little Rock, AR, or Phoenix, AZ, office preferred. Open to remote for candidates further than 40 miles from either office. Working hours for this role will cover Arizona time zone regardless of candidate location.  NOW HIRING for our next GeT Aboard Class! Kick off your career at ATG with a week designed to inspire, connect, and set you up for success. GeT Aboard is our signature onboarding experience - an energizing in-person summit at our North Little Rock corporate headquarters where you’ll meet the team, dive into our culture, and gain the tools to thrive. Attendance is required - but we think you’ll agree it feels more like a launch party than training. TECHNICAL SUPPORT SPECIALIST: ATG (Applied Technology Group) is the premier technology business partner for the Architectural, Engineering, and Construction (AEC) industry in North America. ATG strives to build strong relationships within the professional design community by offering complete software and hardware solutions, supported by a team of experienced technical specialists. With their deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms. JOB SUMMARY: As a Technical Support Specialist, you will engage with customers to resolve technical support issues related to their Autodesk design software and workflows. You will be working individually on cases or with other technical support team members to research and resolve our customer’s support requests. Provide technical support expertise to ATG USA's clients that ATG provides for our customers, such as Autodesk Products, BIM360 and Autodesk Construction Cloud, Bluebeam, and DiRoots Tools. Our ideal candidate for the Technical Support Specialist has 3+ years of experience working within Autodesk software. This individual can troubleshoot issues and research possible solutions for a wide range of support requests, including installation and activation, software administration, error messages, and general workflow, to help resolve our customers' challenges with Autodesk software. They must be self-motivated, well organized, great at multi-tasking, have great communication skills on the phone and via email, and be a true team player. RESPONSIBILITIES: You are a representative of ATG USA, when interacting with customers and partners ALWAYS be professional, courteous, polite, sympathetic and energetic about solving our customers’ support request Provide good communications skills to everyone you interact with, remember to “Listen”, being a good listener is one of the best ways to be a good communicato Know how to use software and equipment needed: (Computer, Phone system, Zendesk, CRM, Google Search, Basic Autodesk Software, AKN [Autodesk Knowledge Network] Autodesk Partner Portal, Basic Microsoft Office products, Online Remote Session Software [Zoom, Rescue Assist… Has knowledge of commonly used concepts, practices, and procedures of the products we support (We do provide 4 hours a month for individual training to keep your skills up to date Always watch your existing case load and look for new or existing cases that are being assigned to yo You are personally responsible for all the support cases that are assigned to yo If for any reason you are unable to accept a case, let the case coordinator, tier 1 teammates or Director know, until it has been reassigne Respond to all customers about their case in a timely manner according to the support time guideline Engage with customers via phone, email (through Zendesk), interactive online remote sessions and others to resolve technical support issues ATG support Make sure you understand the customers issue, reach out to them for additional information if you are unsur Make sure the information you are sending is relevant to their issue, look for the simplest solutions for the customer first and avoid having the customer uninstall and reinstall their software unless that is the best or only solution after researchin Engage with fellow Tier 1’s case research, documentation, and support of your case Escalate the support case once you have determined, you need additional help beyond the Tier 1 support tea Monitor the progress, and be proactive in keeping the cases moving forward with the escalated and customer parties to try and get quicker resolution or ensure the escalated case is not closed due to lack of interactio Keep an open communication (via Teams, Phone, Email…) availability so teammates can engage with you, and make sure you are monitoring it frequently. If you need to be unavailable for more than a few minutes you must alert the team. Provide the customer with an update to all support cases each working day or set a date for the next interaction and make sure to respond by the Bring all support requests to resolution with customer, even if there is no solution make sure your customer understands, and always try and offer a workaround or make sure they understand it is beyond our control and explain emphaticall Document all case interactions in Zendesk, this includes emails sent outside Zendesk to any 3rd parties, on Escalations, phone conversation Document all resolutions that solve the customers issues so they can be entered in the knowledge base in Zendes Promote the Customer Satisfaction Survey, encourage them to be honest so we can constantly improve our support proces Schedule yourself appropriately, if you are not available for support for any reason let everyone know and make sure you have coverage for your existing support case Assist fellow teammates and co-workers often to promote team building and learning from each other  If you are a remote employee, you must have a workable space that is separate from distractions that could occur May be required to travel    QUALIFICATIONS: Familiar with Autodesk's portfolio of the core AEC software products from the Architectural, Civil and/or Construction industry. You must be well rounded in all (or some) of Autodesk’s main software programs such as Revit, AutoCAD, Civil 3D. Experience with others included in the Autodesk AEC collections is a plus. A commitment to providing excellent customer service to clients in need. Ability to multitask several priorities in time-sensitive situations. Ability to identify, research, troubleshoot, and resolve technical support problems. Ability to troubleshoot issues or have the know-how to find solutions and be able to professionally communicate with our customers to solve their requests. Excellent teamwork skills and a core sense of accountability. Some knowledge of the basic hardware requirements, installations, software setup, cloud products, and network services is also a plus. Benefits That Work for You: At ATG USA, we invest in your well-being, growth, and life outside of work. Here’s what you can expect: Health & Wellness Multiple medical plan options plus dental and vision coverage On-demand support and mental health/wellness resources via Bennie—your personal benefits concierge Financial Well-Being Health Savings Account (HSA) and Flexible Spending Account (FSA) options 401(k) with up to 4% company match after 90 days Voluntary life, AD&D, supplemental health coverage, and disability protection Extra Perks That Matter 3 weeks of PTO, paid holidays, and your birthday off  2 paid volunteer days each year to support causes you care about Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth Four weeks of paid sabbatical after six years—on top of your regular PTO—to refresh and recharge! Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace ATG is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable laws. We’re committed to an inclusive workplace where all backgrounds and perspectives are valued, and we strive to build a team that reflects the diverse world we serve. This full-time role requires a minimum of 40 hours per week, with additional hours as needed to meet deadlines. Candidates must be able to sit or stand for extended periods, travel between office locations (including those with stairs), and lift up to 30 pounds. Strong verbal and written English communication skills, along with adequate visual and auditory abilities (with or without aids), are essential. The physical demands described are representative of those needed to perform the job’s essential functions, with or without reasonable accommodation. If you need accommodation during the application or interview process—or on the job—please contact Human Resources. Applicants must be authorized to work in the U.S. without company sponsorship. We appreciate your interest in ATG! Qualifications