Job Requisition ID #
24WD81085
Position Overview
We are looking for someone to join our world-renowned Customer Support Team. With offices all over the globe, we consist of amazing support specialists 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. Our Customer Support Team is motivated, 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.
You will be 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!
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This is a hybrid role with split time between remote and in-office work. This role is located in Atlanta, GA.
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
- You will 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. 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
- 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
About Autodesk Construction Solutions
Autodesk has fully reimagined the construction business for the digital age, helping company/ies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so customers can move through each phase of a building's lifecycle - from design and preconstruction to construction, turnover, and operations - with the best solutions including Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.
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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!
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 transparency
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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