Customer Support Associate Lead

Job Requisition ID #23WD70328Position OverviewThe ACS Customer Support Team are driven, smart and recognized for their willingness to problem solve with positivity. Our focus is to help customers with their daily questions across all products and ensure they have a great customer experience. This is a chance to be a part of a global team that is growing fast within the Autodesk Construction Solutions Customer Success organization. Reporting to a Customer Support Manager, the "Customer Support Associate Lead" will help achieve team indicators and lead projects to push the business forward and be an example of Autodesk's values. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry! This is a HYBRID role with some work from home opportunities.ResponsibilitiesPromote overall customer satisfaction by assisting customers with their technical needs and product questions (live chat, email and phone). Log interactions to provide a full record of each issue and resolutionMentor Customer Support Associates and support the leadership team. Help them hit service Indicators while maintaining your own. Provide feedback with a knowledgeable and constructive approach.Embody Autodesk's "Great Behavior" values on the 'how' (courage, accountable, innovation and more) and the 'what' (business goals – CSAT, quality, productivity, adherence and more)Oversee onboarding new hires and current staff to coach them to success. Create onboarding materials to balance training efficiency and depth of knowledge.Have a continuous improvement mindset and an abundance of ideas. Understand how to secure accountability and pride in our work to achieve that vision. Use data to make decisions.Lead interesting support-related projects to allow you to use your unique skill set to improve our global team at scale.Be a resource to manage escalated/frustrated customers, navigating them to success.You are seen throughout the organization (both within the Support Team, and throughout ACS and Autodesk) to be optimistic, reliable and respectful. Employees and customers know that items in your hands will be taken care of quickly and with quality. You enjoy building strategic alliances to help improve our work.This is a hybrid role with split time between remote and in-office work.Minimum Qualifications3+ years in Customer Support (individual contributor role) with documented experience. You understand the difference between technical troubleshooting and brute force.Experience working to service Indicators and using these to help the success of employees and team goals.Have experience mentoring employees. Enthusiastic and creative with the ability to inspire, and encourage others, in both relationships with customers and peers. Elevated verbal and written skills required.Experience navigating employees through initial onboarding/product trainings in a SaaS environment with successful outcomes.Have a collaborative and consultative work style with the ability to succeed in a high volume work environment. Elevated level of integrity and accountability.Have experience spotting areas of opportunity to drive the business forward and operate at scale. Have been involved in projects that do so.Travel is sometimes requested. Attendance is mandatory as directed by your manager#LI-POST#LI-SV1Learn 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!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskersthe best, so they can do their best work. Learn more about our benefits in the U.S. by visitinghttps://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $51,000 and $88,000. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment Opportunity At 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.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyonecan 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).