BIM360 ACC Support Consultant

On behalf of our reputable multinational client; we are seeking to hire:

Job Title for the new hire: BIM360/ACC Support Consultant

Job Description:

We are seeking an experienced BIM360/ACC Support Consultant to provide comprehensive technical support and administration for our Autodesk Construction Cloud platform. This contractor role combines customer service excellence with technical expertise in construction technology, serving as the primary point of contact for internal and external stakeholders requiring BIM360/ACC platform support, user management, project setup, and training.

Expected deliverables:

Core Responsibilities

Customer Support & Issue Resolution

• Respond to customer requests from initiation through complete resolution via email, web-form, chat, or internal ticketing systems; Direct resolution of standard cases using templated responses and FAQ redirection; Pre-analysis of technical tickets through available logs, database queries, and diagnostic tools
• Accurately document and update records in required systems; Maintain knowledge base articles and support documentation with current solutions and workarounds
• Analyze and report product malfunctions by testing different scenarios, impersonating users, and documenting reproducible steps for escalation
• Share feature requests and effective workarounds with team members; Gather customer feedback and communicate it to Product teams for continuous improvement

Platform Administration & Technical Expertise

• Demonstrate expert knowledge of BIM360/ACC modules including Document Management, Project Management, Field Management, and Project Admin; Perform project creation, user onboarding, review workflow setup, issues management, folders configuration, and checklists permission management
• Create and manage Autodesk accounts for internal and external users; Add users to BIM360/ACC projects with appropriate roles and permissions; Handle bulk user onboarding using management tools and API integration; Manage user access requests, account reactivations, and permission modifications
• Configure project templates, folder structures, and baseline permissions according to established standards; Set up project modules and manage project-level settings for optimal team collaboration
• Understand BIM360/ACC architecture including authentication systems, roles hierarchy, permissions inheritance, and module dependencies Training & Knowledge Transfer
• Conduct BIM Essentials training sessions and Project Admin certification programs for internal teams; Deliver training through various formats including live sessions, recorded materials, and documentation
• Educate customers on product usage, in accordance with organizational guidelines;
• Host regular office hours for user support and Q&A sessions; Create and maintain training materials, user guides, and video tutorials with the help of subject matter experts

Stakeholder Management

• Coordinate with BIM Technology Admin team members across regions for consistency and knowledge sharing
• Manage communication with project execution teams, construction managers, and operations engineering contacts ; Escalate critical issues following established protocols when required

Process Improvement & Documentation

• Develop and maintain standard operating procedures (SOPs) for user management, project setup, and support workflows; Document best practices and lessons learned when required
• Contribute ideas on ways to improve products, services, and internal processes; Identify opportunities for automation and efficiency gains
• Generate usage reports and adoption metrics for management review; Track SLA compliance and support ticket resolution times
• Maintain contact lists, project documentation, and resource directories