Customer Support Associate

Position Overview  

We are looking for a passionate and dedicated individual to join our world-renowned Customer Support Team. With offices all over the globe, we consist of amazing support associates who not only provide front-line service to our users, but also work across multiple internal organizations in order to better provide a holistic customer experience. As a Customer Support Associate (Hybrid), you will support our users throughout their day-to-day operations with passion, empathy, hard-work, and a craving for feedback. This is an incredibly exciting time at Autodesk and this role will give you the opportunity to be at the front line - you’ll be making a direct impact on our users’ experience every day, in multiple industries, all over the world.

 
Responsibilities 

• Support customers and internal users who use the Autodesk Construction Cloud suite (and other Autodesk products) on multiple platforms. Our channels of communication are live chat, email, and, screen-share, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, subscription inquiries, and carrying customer’s voice to internal teams to drive the business forward

• Perform extensive front-line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality

• Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)

• Communicate daily with the Tier 2 Team, SMEs, and Support Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback

• Take part in interesting and challenging support-related projects that will allow you to utilize your unique skillset and make an impact on our team

• Attend the office on a weekly basis for in-office meetings, 1:1 coaching, and training events

Minimum Qualifications 

• Exceptional written and verbal communication skills

• Written Japanese language proficiency

• Have a proven track record of exceptional customer support experience

• Remarkable empathy and listening skills. You really enjoy learning from and talking to our customers. You have amazing composure and are very patient

• Have attention-to-detail with an analytic and technical mindset that helps you troubleshoot and evaluate issues quickly, efficiently, and accurately

• Are resourceful and not afraid to tackle difficult questions on your own; driven to work hard with minimum supervision

• Are a master multi-tasker nailing the art of juggling multiple things at once, while handling emails, supporting your peers, and constantly learning new things

• Have an amazing work ethic, are adaptable and a team player. You can identify where help is needed and are motivated to pitch in, coach, and train your peers

• Thinks outside the box and use resources to come up with solutions

• Understand and can express how policy and procedure yields successful results for Autodesk and their customers; are transparent and honest

• Are comfortable navigating a CRM

• Understand the basic functionality of Apple iOS, Android, and web browser platforms as well as cloud-based software like Microsoft Suite, One Drive, etc

• Are experienced in breaking down complex concepts into day-to-day terminology to help customers of all technical proficiencies

Preferred Qualifications 

• Previous experience troubleshooting and supporting web, iOS and Android platforms

• Familiarity with support-centric KPIs and Metrics

• Mastery of Salesforce

• Experience with chat systems 

• Familiarity with AI productivity tools

• Familiarity with the construction industry 

• Understand the customer journey (from sales to adoption to support)

• Your personal brand – how you present yourself - is exceptional

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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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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