Job Requisition ID #
24WD81696 Position Overview Our Customer Support Team is motivated, smart and recognized for their willingness to problem solve with positivity. We are a global team and our focus is to help customers with their daily questions across all products and ensure they have a great customer experience.
Reporting to a Customer Support Manager, the "Customer Support Associate" will support our customers through their daily operations with passion, and a craving for feedback. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry!
This is a hybrid role with split time between remote and in-office work.
Flexible Shift: your starting time will vary between 10 AM and 11 AM
Responsibilities Support customers by live chat, email, and phone. Interactions include: troubleshooting technical issues, product usage questions, onboarding, set up and subscription inquiries. You will report technical issues and log tickets with accurate information to provide a full record of each issue and resolution. Collaborate with other teams to ensure quality interactions, and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience, Finance) Communicate daily with Tier 2 (Technical Team, Specialists), and Leadership to raise important user concerns, customer sentiment, and product feedback. Take part in support-related projects to allow you to use your unique skill set and improve our team. Embody Autodesk's "Great Behavior" values on the 'how' (courage, accountable, smart) and the 'what' (team goals – CSAT, quality, productivity, adherence and more). You are seen throughout the organization as accountable, optimistic, and respectful. Employees and customers know that items in your hands will be taken care of quickly and with quality. You have a continuous improvement mindset and an abundance of ideas. **The above declarations are not intended to be an "all-inclusive" list of responsibilities of the job described, nor are they intended to be such a listing of the abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities. Minimum Qualifications 1+ years in Technical Troubleshooting (individual contributor role) with experience in email, phone and live chat in a SaaS environment. You understand the difference between technical troubleshooting and brute force. Experience working to service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience. Previous experience troubleshooting and supporting iOS, Android, and Windows platforms and cloud-based software like Microsoft Suite, OneDrive. Have a collaborative and consultative work style with an elevated level of integrity and accountability. Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, motivated to learn new things. Business English and being proficient in Spanish and Italian. Proficiency in French and/or German is a nice to have, but not required. #LI-AS1
Learn More About Autodesk Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers. When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us! Salary transparency Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
Diversity & Belonging We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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