Senior Customer Support Associate

Customer Support Team Member

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 tailored service to our customers, 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.

In this position, you will support our customers through their daily operations with passion, and a craving for feedback, field questions from Customer Support Associates around product and process, exemplify Autodesk's core values, and assist the leadership team on projects that push the business forward. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry.

This is a hybrid role based in any of our Digital Support hubs. The assigned shift for this position is 6:30am to 3:00pm EST.

Responsibilities

• Support our customers by live chat, email, and phone. Interactions include troubleshooting technical issues, product usage questions and subscription inquiries, helping the customers find the best value of our products
• Be a part of alleviating pressure points, enjoying challenges and help drive the business towards success
• Act as an escalation point for Customer Support Associates regarding product, elevated access tickets, and process information. Be seen as a go-to knowledge and advice both in person, via zoom, Salesforce, and swarming in slack. Assist new team members on product, processes, and best practices
• Consistently display exemplary KPIs and professional branding. Embody Autodesk's 'Great Behavior' values on the 'how' (optimistic, relentless, ingenious, + more) and the 'what' (business goals and KPIs – CSAT, volume/productivity, initial response rate, adherence and more)
• Collaborate with other teams to ensure quality interactions and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience, Finance). Represent the Digital Support team in cross-functional meetings and be responsible for reporting meeting outcomes to the rest of the team
• Contribute to thought leadership and best practice ideas around business goals and customer sentiment. Recognize trends and identify improvements and opportunities for efficiency and global team unifications, raising your ideas and solutions to management
• 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. Manage tasks within the timeframe and push business level initiatives
• Be a resource to manage escalated/frustrated customers, navigating them to success. Recognize when an item needs additional escalation and do so appropriately and independently within guidelines

Minimum Qualifications

• 3+ years in Customer Support (individual contributor role) with documented track record of success. You understand the difference between technical troubleshooting and brute force and can perform sensitive actions for customers with ease
• Proven experience and success supporting Forma Build/Construction suite of products
• Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, project-work, motivation to learn new things
• Have an elevated level of integrity, self-motivated and driven to high performance
• Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationship with customers and peers
• Have a collaborative and consultative work style, the ability to thrive in a high-volume, highly dynamic work environment
• Have strong problem-solving abilities and emotional intelligence when establishing trust with people
• Understanding of customer support principles, approaches and considerations
• Experience with complex, escalated customer situations, ability to navigate large organizations and gain leadership buy-in
• Experience working to service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience
• Travel is sometimes requested in the role of a Senior Customer Support Associate at Autodesk. Attendance is mandatory as directed by your manager