Job Requisition ID #22WD65373Position OverviewWe 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 specialists 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 Activation Specialist, you’ll support our users through their first experience with ACC 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 a number of industries, all over the world.Responsibilities Ensure a great customer first experience by assisting customers to gain access to ACC Unified Platform in a timely manner as a free service Have knowledge of customer access flows as well as skills to use the internal tools to do basic research on customer contracts, subscriptions, and admin/user data Act as a first touch point for customer admins to learn basic ACC admin features through live proactive support sessions to prevent admin user errors Promote overall customer satisfaction by assisting customer admins with their technical needs and product questions during the activation sessions Follow up with the appropriate ACS Teams to address customer needs that are not included in the activation scope, including but not limited to support, expansion and implementation needs Consistently display exemplary KPIs and professional branding. Embody Autodesk's “Great Behavior” values on the ‘how’ (courage, adaptability, innovation and more) and the ‘what’ (business goals and KPIs – CSAT, volume/productivity, initial response rate, resolution time and more)Contribute toward the goal of migrating customers to the Unified Platform via simple value prop of ACC during the activation session Gather trends and provide feedback to enrich the Voice of the Customer and input into R&D roadmap Serve as the bridge between sales handoff to Customer Success to ensure a great customer experience as they journey into post-sales engagement Scale our approach by pointing customers admins to the right support channels as well as LearnACC learning center Contribute thought leadership and best practice ideas around activation services and customer sentiment Availability for working early and late shifts: No earlier than 7:00am or 6:00 am on US daylight savings time / No later than 8:00 pm or 7:00 pm on US daylight savings time Minimum Qualifications 1-3+ years in Customer Support or other customer-facing roles (individual contributor role)- with documented track record of success. You understand the difference between technical troubleshooting and brute force Track record of success working to metrics/KPIs - CSAT, initial response rate, resolution time, volume/productivityHave passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skillsEnthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peersHave a collaborative and consultative work style, the ability to thrive in a high volume, highly dynamic work environmentHave proven success spotting areas of opportunity to drive the business forward. Ability to make tough decisions and the tenacity to see projects though to improve customer and employee needHave strong problem-solving abilities and emotional intelligence when establishing trust with peopleAbility to prioritize, multi-task and perform effectively under pressureHave an elevated level of integrity, self-motivated and driven to high performanceUnderstanding of customer support principles, approaches and considerationsExperience with complex, escalated customer situations, ability to navigate large organizations and gain leadership buy-in. English Professional Proficiency is a mustExperience with Salesforce and chat systemsAt 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.
View Original Job Posting