Job Requisition ID #23WD74108Position Overview Supports customers in all aspects of purchasing products, including order entry, subscription, and renewals. Interacts with customers, partners, and other internal departments to provide a variety of pre-sales or post-sales services. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Documents customer interaction and updates status for open customer service requests. This position typically reports to Customer Service Manager / Team Lead.Responsibilities Note: Specific roles and/or lower grade levels of a particular job may not be responsible for all of the duties listed Operational Support: Enter orders into the appropriate system, ensure compliance with all pricing and discount policies and SOX requirementsProvide service within agreed upon Service Level Agreement (SLA's) with various customers, both internal and external Fill internal/external requests with regard to Autodesk policies and proceduresGenerate and analyze regular and ad hoc reports for management, sales, and/or channel partnersDocument policies and procedures based on workflow, including updating of internal work instructions, training materials and salesforce articlesCustomer Support: Insure high level customer satisfaction. Receive, investigate, and respond to customer inquiries regarding products, verifications, registration and activation, license fulfillment via physical shipments or electronic downloads and complaintsProvide information regarding order status, shipping dates, prices, product availability, and back orders. Analyze and research historical data to solve customer issuesLog quality problems or issues in databaseRespond to customer inquiries through e-mail, fax, chat and/or phone (either direct or queue system)If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by escalationsRespond to escalated partner/customer issues from Tier 1 supportProvide feedback and quality assurance on Tier 1 processed cases, including helpful insights and analysis to improve first contact resolution rates and response timesBuild customer relationships in-person or by phoneProactively suggest solutions based on knowledge of customer’s business and past purchase historyEducate customers/partners on resources available and promote the self-service toolsMay include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internally Perform onboarding for internal and external parties related to operational policy and processDrive and own operational efficiency and engagement with partner managers via monthly calls /service reviews Create and modify content that is consistent with KCS standardsPublish content internally and externallyCommunicate and work closely with local sales office to obtain approvals for returns and/or credits Maintain records of returns, schedule changes, product enhancements or changes, product pricing, and return creditsWork closely with sales for quarter-end activities such as order entry cut-off dates Proficient in all technology platforms a partners/customer interacts with to access our products our services, including My Account, Partner Center, web services, etc. Act as a liaison with various departments throughout the company Be a trusted advisor to internal/external parties Recommend to management solutions to difficult customer issues insuring customer needs are always met Minimum QualificationsFluent in English and French. Additional language Italian or Spanish is a plus/advantage.2+ years’ trouble-shooting, support and customer service experience Advanced IT Skills Experience in working towards KPIs Attention to details Team player in multicultural, multilingual environment Self-starter, to have an ability to work on their own initiative Collaborative and proactive attitude Great verbal and written communication skills Adopt to change quickly is a fast-paced, evolving environment Eager to learn new technologies and systems Take responsibility and pride of their work Preferred QualificationsRelevant Third level degree #LI-POSTLearn MoreAbout AutodeskWelcome 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!Salary transparencySalary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Diversity & BelongingWe 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-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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