Customer Support Associate

Job Requisition ID #

23WD69508

Position Overview

Autodesk has fully reimagined the construction business for the digital age, enabling companies 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 seamlessly through each phase of a building's lifecycle - from design and preconstruction to construction, turnover and operations - with best-in-class solutions that include 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.

We are looking for a passionate and dedicated individual to join our 4-time Stevie award-winning Customer Support Team! We are a team of amazing support specialists who not only provides front-line service to our users, but also works across multiple internal organizations in order to better provide for the entire customer experience. As a Customer Support Associate, you will support our users throughout their day-to-day operations with agility and zen-like calm. 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.

Responsibilities

• Support customers and internal users who use ACS in different platforms. Our channels of communication are live chat, email, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, and subscription inquiries
• 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 Support team and leadership to report support issues, bugs, and important user concerns
• Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team

Minimum Qualifications

• Passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills. Are a master on breaking down complex concepts into day to day terminology to help customers of all technical proficiencies
• Attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently and accurately
• Resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimum supervision
• A ninja with your keyboard with fast and accurate typing and have unparalleled phone skills
• Master multi-tasker nailing the art of juggling multiple chats at once, while handling emails, and supporting your peers
• Empathic and composed
• You really enjoy learning from and talking to our customers
• You have amazing composure are very patient
• Understand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Dropbox, Google Docs, Box, One Drive, etc.
• A team player, adaptable and have an amazing work ethic. You can identify where help is needed and are motivated to pitch in, coach, and train your peers

Preferred Qualifications

• Previous experience in technical support
• Familiarity with Service Cloud, Zendesk and other CRM systems
• Experience with chat systems
• Familiarity with the construction industry
• Proficiency in a second language

Salary Midpoint for this Position (Colorado): 54k-61k

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Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

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.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

Salary is one part of Autodesk's competitive package. For U.S.-based roles, we expect a starting base salary between $46,200 and $74,800. 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.