Customer Support

5 months ago

Dublin, Ireland Autodesk Full time

Position Overview

NOTE: This is NOT an open position. Please submit your CV here for future consideration.

As a Client Services Specialist, you will be a critical part of Autodesk’s frontline support, ensuring our customers’ requests are actioned with a sense of urgency, care, and understanding. You will be responsible for ensuring that customer and partner problems are properly analyzed, documented, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. This role requires comfort and proficiency with Windows computers and familiarity with Microsoft Office products.

Responsibilities

Ensure Autodesk customers have immediate access to all software products purchased which may include troubleshooting Autodesk back-office systems or leveraging third party tools to view customer’s machine to determine root cause of access issues

Ability to communicate with customers/partners across multiple modalities; including but not limited to phone, chat, and email (web and Outlook)

Ensure high-level of customer /partner satisfaction.

Receive, investigate, and respond to support needs; including order processing and inquiries related to presales, product access, account sign-in, license fulfilment and other miscellaneous support requests

Provide information on Autodesk Account features and capabilities; conduct “how to” sessions with customers and partners as needed, both instructive and via remote access

Serve as a subject matter expert as it relates to Autodesk policies, processes, and tools

Responsible for initiatives related to partner enablement and partner effectiveness; this includes delivery of partner on-boarding and training, participation in internal and external forums and partner service reviews

Proficient in technology. This includes having an existing familiarity with Windows operating systems and Microsoft Office products, having the ability to learn internal applications and platforms our partners/customers interact with to access our products and services

Work in a fast-pace, rapidly changing environment while maintaining professionalism with customers, partners, and internal teams

Educate customers/partners on resources available to self-serve. This may include providing hands-on training, creating effective content, guiding via remote access, execute readiness call activities and delivering webinars externally/ internally

Create and modify content in shared knowledge base for use by all internal Autodesk support resources and/or customers and partners

Collaborate with cross-functional teams to deliver efficient service solutions to customers and partners

Communicate and work closely with sales teams to address customer related issues and order questions. Work closely with sales for eStore sales campaigns and quarter-end activities such as order entry cut-off dates

Act as a liaison with various departments throughout the company

Be a trusted advisor to internal/external parties

Strong team player; comfortable providing feedback to colleagues

Demonstrate accountability and ownership of tasks and behavior, as well as strong attention to details

Identify ideas for process improvements, system enhancements or automation that will reduce efforts for customers and internal co-workers

Minimum Qualifications

Meet or exceed operational KPIs

Leverages Autodesk’s Great Behaviours Guide for guidance on performance relating to the values and Ways We Work at Autodesk

On-time Training

Live Support Adherence

Willingness to work varying shifts and OT as necessary to meet demands of business and customers

Fluent in English and French

Preferred Qualifications

Strong verbal and written communication

Ability to identify trends and propose solutions

Service-oriented, willing to go the extra mile to provide a positive customer experience

Technology-savvy, comfortable working with PCs and core programs, and able to quickly learn new platforms and tools in a Windows environment

Creative and Innovative, applies understanding of processes towards addressing new problems or improving existing processes

Research and investigation skills - ability to effectively find and leverage information from different sources

Adaptable, has the ability to manage multiple priorities and demands using own initiative in a fast-paced and dynamic environment

Pragmatic, comfortable asking questions and challenging the status quo

Experience in a customer service environment

What's next?

If you would like to be considered for future opportunities in the Client Services Team, please submit your CV here. Please keep in mind that this is not an open position – we highly recommend first browsing our open vacancies and submitting your application here only if you cannot find a currently open position that matches your skills. We will contact you if and when a position in Digital Sales Team opens that is a match with your skills and experience.

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Learn More

About Autodesk
Welcome to Autodesk Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:

Are you an existing contractor or consultant with Autodesk?

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