Senior Customer Support Associate

** Job

Requisition  #*
* 26WD97997

** 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 7:00am to 3:30pm EST.

** Responsibilities*
* + Support our customers by live chat, email, and phone. Interactions include troubleshooting technical issues, product usagequestionsand subscription inquiries, helping the customers find the best value of our products

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

+ Act as an 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.

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 the Digital

Support team in 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 thetimeframeand 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

Building

Connected/Trade Tapp 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…