Customer Support Associate

Job Requisition ID #25WD93247Position Overview  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 forwardPerform 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 qualityManage 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 feedbackTake part in interesting and challenging support-related projects that will allow you to utilize your unique skillset and make an impact on our teamAttend the office on a weekly basis for in-office meetings, 1:1 coaching, and training eventsMinimum Qualifications Exceptional written and verbal communication skillsWritten Japanese language proficiencyHave a proven track record of exceptional customer support experienceRemarkable empathy and listening skills. You really enjoy learning from and talking to our customers. You have amazing composure and are very patientHave attention-to-detail with an analytic and technical mindset that helps you troubleshoot and evaluate issues quickly, efficiently, and accuratelyAre resourceful and not afraid to tackle difficult questions on your own; driven to work hard with minimum supervisionAre a master multi-tasker nailing the art of juggling multiple things at once, while handling emails, supporting your peers, and constantly learning new thingsHave 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 peersThinks outside the box and use resources to come up with solutionsUnderstand and can express how policy and procedure yields successful results for Autodesk and their customers; are transparent and honestAre comfortable navigating a CRMUnderstand the basic functionality of Apple iOS, Android, and web browser platforms as well as cloud-based software like Microsoft Suite, One Drive, etcAre experienced in breaking down complex concepts into day-to-day terminology to help customers of all technical proficienciesPreferred Qualifications Previous experience troubleshooting and supporting web, iOS and Android platformsFamiliarity with support-centric KPIs and MetricsMastery of SalesforceExperience with chat systems Familiarity with AI productivity toolsFamiliarity with the construction industry Understand the customer journey (from sales to adoption to support)Your personal brand – how you present yourself - is exceptional#LI-KC1Learn 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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!Salary transparency Salary 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, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Sales CareersWorking in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/salesDiversity & BelongingWe take pride in cultivating a culture of belonging 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).