Job Requisition ID #23WD71003Position Overview We are looking for a passionate and dedicated individual to be our first International Customer Support Specialist in our world-renowned team! As a Customer Support Specialist, you will support our users throughout their day-to-day operations with passion, empathy, hard-work, and a craving for feedback. This is a truly thrilling period at Autodesk, and this position offers you a unique chance to be on the forefront and actively contributing to the operational activities that makes the Support Team leave a lasting positive impression on our users. Responsibilities Possess deep knowledge of products and being able to handle higher complexity cases. Interactions include but are not limited to advanced workflows, product usage questions, onboarding and set up Manage any access requests where more digging is needed to make sure we’re not breaching security by granting users wishes Have thorough knowledge of ACS supported products. Cases in your queue will have greater complexity. Aid Customer Support Associates with questions regarding features (sanity checks, intended behaviors, etc.) via Salesforce or Slack Take part in complex support-related projects that will allow you to utilize your unique skill set and make an impact on our team You are seen throughout the organization (both within the Support Team, and throughout ACS and Autodesk) to be consistently optimistic, professional, reliable and respectful. Employees and customers know that items in your hands will be taken care of efficiently and with quality. You raise your hand to get the job done and enjoy building strategic alliances that equip you to do so Work on Tier 1 cases 50% of the time or according to business needs while ACC usage in the region is still growingWork with the EMEA Customer Support Manager in identifying Geo Specific customer needs and trendsAct as backup for the EMEA Tier 1 team in case of absence (Sick leave/holidays) Act as Support Liaison with ACS’s COEs. Participate in product development and provide R&D with proper feedback and user’s perspective in mind Communicate, train, and mentor Customer Support Associates including frequent communication, future releases, bugs, and user concerns. Update help site and create and/or update training documentation Regularly check help sites to make sure help articles are up to date, have updated screenshots, etc. First line of defense for VIP User Escalations working alongside the Tech TeamDirectly support management on projects and lead independently as needed. You will be expected to recognize trends and identify improvements and opportunities for efficiency and global team unification, raising your ideas and solutions to management. Manager will rely on Support Specialists to directly help and work independently on projects and deliverables Take active part in coaching opportunities for the ACS Support Team; on-boarding new hires, continual coaching of all team-members, managing escalated/frustrated customers and escalating issues as appropriate Minimum Qualifications Great deal of flexibility, adaptability, and accountability. Have passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills Have attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently and accurately Are resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimal supervisionMaster multi-tasker nailing the art of juggling multiple cases at once, while troubleshooting, supporting your peers, and taking one thing at a time with zen like calm Are empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure are very patient Understand the advanced functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Dropbox, Google Docs, Box, One Drive, etc. Identify where help is needed and are motivated to pitch in, coach, and train your peers Proven reliable resource to management, Autodesk employees and your peersPrior experience debugging and testing mobile apps on the Web, iOS, Android, and Windows An expert at translating technical jargon and concepts to a mostly non-technical support team and to customers. Preferred Qualifications PreCon and SiteCon ACS support product experience Multi-language proficiency preferred but not required Familiarity with support centric KPIs and Metrics Mastery of Salesforce Familiarity with the construction industryUnderstand the customer journey (from sales to adoption to support) Your personal brand – how you present yourself - is exceptional #LI-AS1Learn 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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