Job Requisition ID #23WD69291Position 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.ResponsibilitiesEnter orders into the appropriate system insure compliance with all Pricing and Discount policies and SOX requirementsProvide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and externalFill internal/external customer requests with regard to Autodesk policies and proceduresGenerate and analyze regular and ad hoc reports for management, sales representatives and/or channel partnersDocument policies and procedures based on expertise in specific job areas. Work with Process Team to document best practices and workflow, including updating of internal work instructions, training materials and salesforce articlesInsure 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 issues. Log 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 phone. Proactively suggest solutions based on knowledge of customer’s business and past purchase historyEducate customers/partners on resources available and promote the self-service tools. May include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internallyPerform 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 reviewsCreate and modify content that is consistent with KCS standards. Publish 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 datesProficient in all technology platforms a partners/customer interacts with to access our products our services, including My Account, Partner Center, web services, etcAct as a liaison with various departments throughout the companyBe a trusted advisor to internal/external partiesRecommend to management solutions to difficult customer issues ensuring customer needs are always metMinimum QualificationsFluent in English and German or French required 2+ years’ troubleshooting, support and customer service experienceAdvanced IT SkillsExperience in working towards KPIsAttention to detailsTeam player in multicultural, multilingual environmentSelf-starter, to have an ability to work on their own initiativeCollaborative and proactive attitudeGreat verbal and written communication skillsAdopt to change quickly is a fast-paced, evolving environmentEager to learn new technologies and systemsTake responsibility and pride of their workPreferred QualificationsRelevant Third level degree#LI-MB1At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.Salary is one part of Autodesk’s competitive 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.
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