Customer Support Associate

24WD76613

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 work from home opportunities.

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

• This is a hybrid role with split time between remote and in-office work**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 Customer Support (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 and elevated level of integrity and accountability

• Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, motivated to learn new things

#LI-SV1

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!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $48,300 and $78,100. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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

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