Customer Support Associate

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 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

- 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