Senior Customer Support Associate

Job Requisition ID # 26WD97996 Position Overview      We are looking for someone to join our world-renowned Customer Support Team. With offices all over the globe, we consist of amazing support specialists who not only provide tailored service to our  customers, but  also work across multiple internal organizations  in order to  better provide a holistic customer experience. Our Customer Support Team is  motivated, and  recognized for their willingness to  problem solve  with positivity. We are a global team, and our focus is to help customers with their daily questions across all products and ensure they have  a great  customer experience.         In this position, you will support our customers through their daily operations with passion, and a craving for feedback, field questions from Customer Support Associates around product and process, exemplify Autodesk’s core values, and  assist  the leadership team on projects that push the business forward. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry.        This is a hybrid role based in any of our Digital Support hubs . The assigned shift for this position is 6:30am to 3:00pm EST.     Responsibilities     Support our customers by live chat, email, and phone.  Interactions include troubleshooting technical issues, product usage   questions   and subscription inquiries, helping the customers find the best value of our products Be a part of alleviating pressure points, enjoying challenges and   help   drive the business towards success Act as a n   escalation point for Customer Support   Associates  regarding  product, elevated access tickets, and process information. Be seen as a go-to knowledge and advice both in person, via zoom, Salesforce, and swarming in slack.   Assist   new team members on product, processes, and best practices Consistently display exemplary KPIs and professional branding. Embody Autodesk’s ‘Great Behavior’ values on the ‘how’ (optimistic, relentless, ingenious, + more) and the ‘what’ (business goals and KPIs – CSAT, volume/productivity, initial response rate, adherence and more)    C ollaborate with other teams to ensure quality interactions and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience,  Finance).  Represent the   Digital   Support   team i n cross-functional meetings and  be responsible for  reporting meeting outcomes to the rest of the team     Contribute to thought leadership and best practice ideas around business goals and customer sentiment. Recognize trends and  identify  improvements and opportunities for efficiency and global team unifications, raising your ideas and solutions to management    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 . Manage tasks within the   timeframe   and push business level initiatives Be a resource to manage escalated/frustrated customers, navigating them to success. Recognize when an item needs  additional  escalation and  do  so appropriately and independently within guidelines The above declarations are not intended to be an "all-inclusive" list of responsibilities of the job described, nor are they intended to be such a listing of the abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities         Minimum Qualifications    3+ years in Customer Support (individual contributor role) with documented  track record  of success. You understand the difference between technical troubleshooting and brute force and can perform sensitive actions for customers with ease    Proven experience   and success   supporting   Forma Build/Construction suite of products Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, project-work, motivation to learn new things    Have an elevated level of integrity, self-motivated and driven to high performance    Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationship with customers and peers    Have a collaborative and consultative work style, the ability to thrive in a high-volume, highly dynamic work environment    Have strong problem-solving abilities and emotional intelligence when  establishing  trust with people    Understanding of customer support principles,  approaches  and considerations    Experience with complex, escalated customer situations, ability to navigate large organizations and gain leadership buy-in    Experience working  to  service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience    Travel is sometimes requested in the role of a Senior Customer Support Associate at Autodesk. Attendance is mandatory as directed by your manager     About  Digital Support   Autodesk has fully reimagined the construction business for the digital age, helping companies to address the most important challenges they face today while  preparing for  new ways of working in the future. The  Construction   portfolio connects the office, trailer, and field so customers can move through each phase of a building's lifecycle — from design and preconstruction to construction, turnover, and operations .   General contractors, subcontractors, and owners around the world rely on   Autodesk  to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.     Learn More About Autodesk Welcome 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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us! Benefits From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/ Salary transparency Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $49,300 and $88,330. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Sales Careers Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales 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 & Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).