Customer Support Associate Jobs in Colorado (NOW HIRING)

Position Overview

We are looking forsomeoneto join our world-renowned Customer Support Team. With offices all over the globe, we consist of amazing supportspecialistswhonot only providetailored service to ourcustomers, butalso work across multiple internal organizationsin order tobetter provide a holistic customer experience. Our Customer Support Team ismotivated, andrecognized for their willingness toproblem solvewith positivity. We are a global team, and our focus is to help customers with their daily questions across all products and ensure they havea greatcustomer experience.

In this position, youwill support ourcustomers 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, andassistthe 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 usagequestionsand subscription inquiries, helpingthe customers find the best value of our products

• Be a part of alleviating pressure points, enjoying challenges andhelpdrive the business towards success

• Act as anescalation point for Customer SupportAssociatesregardingproduct,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.Assistnew 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)

• Collaborate with other teams to ensure quality interactions and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience,Finance).Represent theDigitalSupportteam in cross-functional meetingsandbe responsible forreporting meeting outcomes to the rest of the team

• Contribute to thought leadership and best practice ideas around business goals and customer sentiment. Recognize trends andidentifyimprovements 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 toutilizeyour unique skill set and make an impact on our team. Manage tasks within thetimeframeand push business level initiatives

• Be a resource to manage escalated/frustrated customers, navigating them to success. Recognize when an item needsadditionalescalation anddoso 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 documentedtrack recordof success. You understand the difference between technical troubleshooting and brute force and can perform sensitive actions for customers with ease

• Proven experienceand successsupportingForma 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 whenestablishingtrust with people

• Understanding of customer support principles,approachesand considerations

• Experience with complex, escalated customer situations, ability to navigate large organizations and gain leadership buy-in

• Experience workingtoservice 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

AboutDigital Support

Autodesk has fully reimagined the construction business for the digital age, helping companiesto address the most important challenges they face today whilepreparing fornew ways of working in the future. TheConstructionportfolio 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 onAutodeskto win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.