Customer Support Associate (English Speaker)

Autodesk; Barcelona; Híbrido; EUR 36.000 - 48.000; Jornada completa

Descripción de la vacante

Autodesk in Barcelona, Spain is seeking a Customer Support Associate for a hybrid role with remote work opportunities. You will assist customers via live chat, email and phone, troubleshoot issues, onboard new users, and answer subscription inquiries to ensure a high-quality experience across our construction software.

The role emphasizes problem solving, clear communication, and teamwork with Sales, Customer Success and Engineering.

Formación

• 1+ years in Customer Support in a SaaS environment.
• Elevated verbal and written communication with patience.
• Experience troubleshooting across multiple platforms and cloud-based tools.

Responsabilidades

• Support customers by live chat, email, and phone, troubleshoot issues and assist with onboarding and subscriptions.
• Collaborate with Sales, Customer Success, Engineering, and Finance to ensure quality interactions.
• Communicate with Tier 2 and Leadership to raise user concerns and product feedback.
• Participate in support-related projects and initiatives to improve the team.

Conocimientos

Customer support

English (strong)

SaaS experience

Multichannel support

Collaborative

Problem solving

Herramientas

Microsoft 365

OneDrive

Descripción del empleo

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

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

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.

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