Technical Support Specialist

Location:

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.

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.

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.

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 customers’ support requests.

Provide technical support expertise to ATG USA's clients that ATG provides for our customers, such as Autodesk Products, BIM
360 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.

• 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 research in
• Engage with fellow Tier 1’s case research, documentation, and support of your case
• Escalate the support case once…