Customer Support Associate

Customer Support Associate

Our Customer Support Team is motivated, smart, and recognized for their willingness to solve problems 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. Reporting to an Associate Customer Support Manager, the Customer Support Associate will support our customers through their daily operations with passion and an appreciation for all feedback. Plus, you will become a knowledgeable asset in construction software, looking to transform a multi-trillion-dollar industry! This is a hybrid role located in Atlanta, Georgia, with work-from-home opportunities.

Responsibilities

• Support customers through live chat, email, and outbound phone. Customer interactions may include technical troubleshooting, product usage questions, onboarding, account setup, mobile application support, subscription inquiries and more.
• Manage multiple active customer cases with accurate, concise, and complete documentation. Maintain clear ownership and provide timely follow-up throughout each case, including when updates or actions are pending from other teams.
• Troubleshoot issues in our cloud-based software across web browsers, mobile applications, operating systems, and networks. Use a structured process to gather relevant informationsuch as browser details, screenshots, console information, or HAR filesform and test hypotheses, isolate variables, and determine appropriate next steps.
• Explain technical concepts and troubleshooting steps in clear, patient, and accessible language. Help customers understand what information is needed, why it is needed, and how to provide it, regardless of their level of technical experience.
• Collaborate with Tier 2, Product, Customer Success, Sales, Finance, other Support teams and more to resolve customer issues, identify recurring concerns, and represent the voice of the customer.
• Advocate persistently and professionally for customers by following up with internal stakeholders, escalating blockers, clarifying customer impact, communicating important issues and customer sentiment to Support leadership and technical escalation teams, and more.
• Participate in support projects, documentation improvements, training, quality initiatives, and other activities that improve the effectiveness of the team.
• Embody Autodesk's "Culture Code" on the 'how' (One Autodesk, Optimistic, Relentless, Brave, Ingenious, Trusted) and the 'what' (team goals CSAT, quality, productivity, schedule adherence, and more).
• The responsibilities listed above are not intended to be an all-inclusive description of the position. They describe the general nature of the role and provide a reasonable representation of its activities.

Minimum Qualifications

• Experience in customer service, technical support, help desk support, SaaS support, or another customer-facing environment preferred.
• Strong written and verbal communication skills, including the ability to organize information, write coherent customer responses, document technical investigations, communicate with different teams and leadership, and adjust communication for different audiences.
• Demonstrated problem-solving skills and the ability to think through unfamiliar issues using a logical and structured troubleshooting process.
• Ability to explain technical concepts and instructions to customers who may have limited experience with browsers, mobile applications, cloud software, or technical terminology.
• Familiarity with web browsers, mobile applications, iOS, Android, Windows, and cloud-based software.
• Ability to manage multiple customer interactions and open cases while maintaining accurate documentation and dependable follow-up.
• Composure, patience, empathy, and professionalism when working with frustrated customers or navigating situations where an immediate resolution is not available.
• Ability to collaborate with internal teams while remaining persistent and clear when advocating for a customer.
• Ability to work effectively within a structured schedule and communicate proactively when priorities or case complexity require assistance.
• Ability to work some holidays based on business needs and team scheduling.