Customer Support Associate

Customer Support Associate (Hybrid)

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