Customer Support Associate (Hybrid - Denver, CO)

Autodesk • Denver, CO

299d • Hybrid

About The Position

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.

Requirements

• 1+ years in Customer Support (individual contributor role) with experience in email, phone and live chat in a SaaS environment.
• Understanding of 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.
• Collaborative and consultative work style with an elevated level of integrity and accountability.
• Ability to juggle multiple tasks at once; customer interactions, using resources, supporting peers, and motivated to learn new things.

Responsibilities

• Support customers by live chat, email, and phone. Interactions include: troubleshooting technical issues, product usage questions, onboarding, set up and subscription inquiries.
• 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).
• Be seen throughout the organization as accountable, optimistic, and respectful. Ensure that items in your hands will be taken care of quickly and with quality.
• Maintain a continuous improvement mindset and an abundance of ideas.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries