Customer Support Associate
Job Summary
Job Description
- 1+ year of experience in technical troubleshooting in a SaaS environment.
- Experience working with service indicators to achieve customer success.
- Strong verbal and written skills, with composure and patience.
- Experience troubleshooting and supporting iOS, Android, Windows platforms, and cloud-based software.
- Exhibit a collaborative work style with high integrity and accountability.
- Experience handling various tasks simultaneously, including customer interactions, utilizing resources, supporting colleagues, and a willingness to learn new skills.
- Proficiency in Business English and Spanish is required.
- Proficiency in French or German is preferred but not necessary.
4 skills required
Job Details
Job Requisition ID #
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 idea
**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
- Over 1 year of experience in technical troubleshooting (individual contributor role) within a SaaS environment, including email, phone, and live chat support. Capable of distinguishing between technical troubleshooting and brute force
- Experience working with service indicators to achieve customer success. Strong verbal and written skills, along with composure and patience
- Experience troubleshooting and supporting iOS, Android, Windows platforms, and cloud-based software like Microsoft Suite, OneDrive
- Exhibit a collaborative work style with high integrity and accountability
- Experience handling various tasks simultaneously, including customer interactions, utilizing resources, supporting colleagues, and a willingness to learn new skills
- Proficiency in Business English and Spanish is required. Proficiency in French or German is preferred but not necessary
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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.Sales Careers
Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales
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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