Customer Support Associate

About the role

Our Customer Support Team is motivated, smart, and recognized for their willingness to problem solve with positivity. We are a global team focused on helping customers with their daily questions across all products and ensuring they have a great customer experience. This is a hybrid role with work-from-home opportunities.

You will become a knowledgeable asset in construction software, looking to transform a multi-trillion-dollar industry.

Responsibilities

• Support customers by live chat, email, and phone, including troubleshooting technical issues, product usage questions, onboarding, setup, and subscription inquiries.
• Report technical issues and log tickets with accurate information to provide a full record of each issue and resolution.
• Collaborate with other teams (Sales, Customer Success, Engineering, Customer Experience, Finance) to ensure quality interactions and promote the voice of the customer.
• Communicate daily with Tier 2 (Technical Team, Specialists) and Leadership to raise important user concerns, customer sentiment, and product feedback.
• Take part in support-related projects to apply your unique skill set and improve our team.
• Embody Autodesk's "Great Behavior" values: courage, accountability, and smart execution, while focusing on team goals like CSAT, quality, productivity, and adherence.
• Be seen as accountable, optimistic, and respectful, ensuring tasks are handled quickly and with quality. Maintain a continuous improvement mindset and contribute ideas.

Requirements

• 1+ years in a Customer Support (individual contributor) role with experience in email, phone, and live chat in a SaaS environment.
• Understanding of the difference between technical troubleshooting and brute-force methods.
• Experience working with service indicators and using them to succeed for customers.
• Elevated verbal and written communication skills, composure, and patience.
• Previous experience troubleshooting and supporting iOS, Android, Windows platforms, and cloud-based software like Microsoft Suite and OneDrive.
• Collaborative and consultative work style with a high level of integrity and accountability.
• Ability to juggle multiple tasks: customer interactions, using resources, supporting peers, and motivation to learn new things.

About Autodesk

At Autodesk, we help innovators turn their ideas into reality, transforming not only how things are made but what can be made. Our software powers everything from green buildings and clean cars to smart factories and blockbuster movies. We take pride in our culture—it guides how we work, treat each other, connect with customers, and show up in the world. When you join Autodesk, you can do meaningful work that helps build a better world designed and made for all.

Benefits

From health and financial benefits to time away and everyday wellness, we provide Autodeskers with the best so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/.

Pay

For U.S.-based roles, we expect a starting base salary between $38,500 and $68,970. 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.

This role may require in-person onboarding and/or in-person ID verification.