Customer Support Associate (English Speaker)

Merantix; Barcelona; Presencial; EUR 26.000 - 38.000; Jornada completa

Descripción de la vacante

Autodesk in Barcelona is seeking a Customer Support Associate to help customers daily across products, via live chat, email, and phone, while logging issues and guiding onboarding.

You will work hybrid with home-based opportunities, report to Customer Support Manager, and contribute to CSAT, product feedback, and continuous improvement.

Formación

• 1+ years in Customer Support (individual contributor) in SaaS settings.
• Strong verbal and written communication with calm and patience.
• Experience troubleshooting across iOS, Android, Windows; familiar with cloud apps like Microsoft 365.

Responsabilidades

• Assist customers via live chat, email, and phone with troubleshooting and onboarding.
• Log tickets with precise details and collaborate with Sales, CS, Engineering, and Finance.
• Share customer feedback and product insights with leadership.
• Support CSAT, quality, productivity, and process improvements through projects.

Conocimientos

Customer support

SaaS experience

Live chat

Phone support

Email support

Cross-functional collaboration

Herramientas

Microsoft Suite

OneDrive

iOS

Android

Windows

Descripción del empleo

Job Requisition ID #

26WD99758

Position Overview

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

Responsibilities

• Support customers by live chat, email, and phone. Interactions include: troubleshooting technical issues, product usage questions, onboarding, set up and subscription inquiries. You will report technical issues and log tickets with accurate information to provide a full record of each issue and resolution
• Collaborate with other teams to ensure quality interactions, and promote the voice of the customer (Sales, Customer Success, Engineering, Customer Experience, Finance)
• 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 allow you to use your unique skill set and improve our team
• Embody Autodesk's "Great Behavior" values on the 'how' (courage, accountable, smart) and the 'what' (team goals – CSAT, quality, productivity, adherence and more)
• You are seen throughout the organization as accountable, optimistic, and respectful. Employees and customers know that items in your hands will be taken care of quickly and with quality. You have a continuous improvement mindset and an abundance of ideas
• 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

• 1+ years in Customer Support (individual contributor role) with experience in email, phone and live chat in a SaaS environment. You understand the difference between technical troubleshooting and brute force
• Experience working to service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience
• Previous experience troubleshooting and supporting iOS, Android, and Windows platforms and cloud-based software like Microsoft Suite, OneDrive
• Have a collaborative and consultative work style with and elevated level of integrity and accountability
• Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, motivated to learn new things

English Mandatory

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 our 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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made 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, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

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