Customer Support Associate

Job Description

Position Overview We are looking for a passionate and dedicated individual to join our 4-time Stevie award-winning Customer Support Team in our Australian office! We are a team of amazing support specialists who not only provides front-line service to our users, but also works across multiple internal organizations in order to better provide for the entire customer experience. As a Customer Support Associate, you will support our users throughout their day-to-day operations with agility and zen-like calm. 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.

Responsibilities

• Support customers and internal users who use ACS in different platforms. Our channels of communication are live chat, email, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, and subscription inquiries
• Perform 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 quality
• Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)
• Communicate daily with the Tier 2 Support team and leadership to report support issues, bugs, and important user concerns
• Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team

Qualifications

• Have a passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills. Are a master on breaking down complex concepts into day to day terminology to help customers of all technical proficiencies
• 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 minimum supervision
• Are a ninja with your keyboard with fast and accurate typing and have unparalleled phone skills
• Are a master multi-tasker nailing the art of juggling multiple chats at once, while handling emails, and supporting your peers
• Are empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure are very patient
• Understand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Dropbox, Google Docs, Box, One Drive, etc.
• Are a team player, adaptable and have an amazing work ethic. You can identify where help is needed and are motivated to pitch in, coach, and train your peers
Preferred Qualifications
• Previous experience in technical support
• Familiarity with Service Cloud, Zendesk and other CRM systems
• Experience with chat systems
• Familiarity with the construction industry
• Proficiency in a second language

About Autodesk Construction Solutions Autodesk has fully reimagined the construction business for the digital age, enabling companies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building’s lifecycle — from design and preconstruction to construction, turnover and operations — with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes. About Autodesk With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world. PlanGrid, an Autodesk company, builds simple, beautiful software that construction teams love to use. As part of Autodesk Construction Solutions (ACS), whose mission is to seamlessly connect the office, trailer and the field across the entire construction project lifecycle, PlanGrid’s mobile-first solutions empower general contractors, subcontractors, owners and architects to provide fast, accurate information to the field. With unparalleled adoption by field workers, PlanGrid is used on projects as the single source of truth for all construction data — including drawings, photos, and other critical documents. As a result, critical workflows are streamlined, efficiency is improved and field teams can take on more work and get more done. PlanGrid’s software and other Autodesk Construction Solutions products enable a complete data set to move seamlessly through each phase of a building’s lifecycle — from design and preconstruction to construction, turnover, and operations. PlanGrid is used on more 1.5 million construction projects in 100+ countries. Join us as PlanGrid and ACS advance Autodesk’s leadership in construction. As part of GDPR compliance procedures, we have posted our Recruiting Privacy Notice on our website. Please also note that the advertised position is an opportunity with Autodesk, Inc. (https://www.autodesk.com/), as Autodesk recently acquired PlanGrid. Processing of your personal information as part of the job application process, and as part of Autodesk employment should a candidate be hired, will be handled by Autodesk pursuant to Autodesk’s Candidate Privacy Statement, available at: https://damassets.autodesk.net/content/dam/autodesk/www/content/careers/autodesk_candidate_privacy_statement.pdf. Apply for this job