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Customer Support Specialist (Us West Coast)

Company

Autodesk
Address , Denver, Co
Employment type FULL_TIME
Salary $51,000 - $88,000 a year
Expires 2023-07-15
Posted at 1 year ago
Job Description
Job Requisition ID #
23WD69782
Position Overview
We are looking for a passionate and dedicated individual to join our 4-time Stevie award-winning Customer Support Team! We are a team of amazing support specialists who provide escalated support to our customers, while also working alongside the product team getting to learn and train on new ACS products, and so much more. As a Customer Support Specialist, you will support the Tier 1 team handle more complicated user cases utilizing your product expertise, creativity and problem-solving skills, and zen-like calm. This is an incredibly exciting time at Autodesk and this role will give you the opportunity to to broaden your scope on supporting our users - you'll be making a direct impact on our users' experience every day.
Responsibilities
  • First line of defense for VIP User Escalations working alongside the Tech 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
  • 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
  • Manage any access requests where more digging is needed to make sure we’re not breaching security by granting users wishes
  • Posses deep knowledge of product and being able to handle higher complexity cases. Interactions include but are not limited to: advanced workflows, product usage questions, onboarding and set up
  • 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
  • Take part in complex support-related projects that will allow you to utilize your unique skill set and make an impact on our team
  • 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
  • Have thorough knowledge of ACS Support products. Cases on your queue will have greater complexity. Aid Customer Support Associates with questions regarding features (sanity checks, intended behaviors, etc.) via Salesforce or Slack
  • Directly 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
  • Manage leadership responsibilities in the absence of a manager. Seamlessly step in to cover any item (questions, response to urgent matters etc.) as they come up. Be willing and excited to go above and beyond to get items solved
  • Regularly check help site to make sure help articles are up to date, have updated screenshots, etc.
Minimum Qualifications
  • Prior experience debugging and testing mobile apps on the Web, iOS, Android, and Windows
  • Master 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
  • An expert at translating technical jargon and concepts to a mostly non-technical support team and to customers
  • Are resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimal supervision
  • Proven reliable resource to management, Autodesk employees and your peers
  • Have passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills
  • 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.
  • Have attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently and accurately
  • Are empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure are very patient
  • Identify where help is needed and are motivated to pitch in, coach, and train your peers
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.
#LI-GC1
Click below to learn more about our benefits in the US.
https://benefits.autodesk.com/

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.
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. 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.