Senior Customer Support Associate

Senior Support Associate

We are looking for someone to join our Digital Support Key Account Support Team on our world-renowned Customer Support Team. As a Senior Support Associate, you will support our strategic customers through their daily operations with passion, empathy, hard work, and a craving for feedback. You will respond to questions from Customer Support Associates around product and processes, exemplifying Autodesk's core values, collaborate across Digital Support and greater Autodesk and assist the leadership team on projects that push the business forward. Plus, you will continue to push your knowledge forward by being an asset in construction software looking to transform a multi-trillion industry. This position requires expert knowledge of BuildingConnected, TradeTapp, Admiin.

This is a hybrid role based in either Denver, CO or Atlanta, GA. The assigned shift for this position is 8:30am 5pm MT (10:30 - 7pm ET)

Responsibilities

• Provide support via live chat, email, and phone/screenshare to our key strategic customers, resolving their technical issues to ensure their success
• Provide clear, empathetic, and structured communication throughout the case lifecycle while managing customer expectations and providing timely updates
• Advocate for customer concerns and business impact during issue resolution
• Partner with Customer Success pillars (CSMs, Adoption) as well as other pillars from Sales, Finance, etc. to ensure seamless customer experiences. Partnership with Forma Construction CSMs is the key to our team's success
• Represent Support in cross-functional meetings and share insights with the team
• Communicate recurring issues, product gaps, and customer-impacting trends to appropriate stakeholders
• Serve as a trusted advisor and escalation point for Customer Support Associates (including new hires). Coach and share product/process expertise across Zoom, Slack, Salesforce, and in-person interactions
• Respond positively to changing business needs by taking on additional work or assisting with high-volume areas when requested
• Balance shifting priorities effectively, maintain accountability for all assigned work, and contributes to team success without allowing core responsibilities to fall behind
• Identify trends and propose solutions to enhance efficiency, unify global teams, and improve customer sentiment. Contribute to thought leadership and strategic initiatives
• Leverage emerging technologies, including AI-assisted tools, to improve productivity, knowledge discovery, and workflow efficiency
• Contribute to impactful support-related projects that leverage your unique skills and drive team success. Manage tasks within the timeframe and push business level initiatives
• Take an active role in supporting business growth by embracing new products and ways of working
• Demonstrate a willingness to pilot new processes, adapt to evolving workflows, and provide thoughtful feedback that contributes to continuous improvement and operational excellence

Minimum Qualifications

• 3+ years in customer support in Saas with a proven track record with resolving technical issues and handling sensitive customer actions effectively
• Solid understanding of support principles and customer service metrics, with experience in escalated situations and cross-functional collaboration
• Expert knowledge of BuildingConnected, TradeTapp, Admiin is required
• Exceptional verbal and written communication, with composure and patience under pressure
• Consistently role modeled all of Autodesk's One Orbit values
• Exemplary KPIs like CSAT, Volume, Adherence, Quality, etc with a proven track record of consistency
• Creative, enthusiastic, and able to inspire and influence both customers and peers
• Thrives in a fast-paced, high-volume environments with a consultative and team-oriented approach
• Skilled at building trust and navigating complex customer interactions with empathy and strategic thinking
• Capable of managing customer interactions, peer support, and project work simultaneously while staying motivated to learn
• Self-motivated with a commitment to excellence and ethical standards
• Occasional travel may be required; attendance is mandatory when directed by management

Preferred Qualifications

• Familiarity with Salesforce, Service Cloud, or other CRM systems plus messaging systems like Live Chat or In-App-Messaging.
• Familiarity with reporting in Salesforce or other CRM systems
• Demonstrated ability to leverage emerging technologies, including AI-assisted tools, to improve productivity and workflow efficiency
• Familiarity with construction industry workflows and technologies
• Advanced knowledge of Forma Build, Cost, Takeoff, Autospecs, Admin, Data Management, Insight, PlanGrid, and Pype