Client Services Representative - French + Italian

Autodesk, Inc.; Dublin; Sur place; EUR 32 000 - 46 000; Plein temps

Résumé du poste

Autodesk, Inc. in Ireland seeks a Client Services Specialist to act as frontline support, resolving customer and partner issues with urgency and care. You will analyze, document, and resolve inquiries, using Windows and MS Office; this is a 12-month fixed-term contract based in Dublin.

The role emphasizes customer satisfaction, cross-functional collaboration, and ability to educate users on Autodesk Account features and resources. Regular office attendance in Ireland is expected.

Qualifications

• On-time Training Live Support Adherence.
• Willingness to work varying shifts and OT as necessary to meet demands of business and customers.
• Proficient with Windows operating systems and Microsoft Office; ability to learn internal applications.

Responsabilités

• Ensure Autodesk customers have access to all purchased software and troubleshoot access issues.
• Communicate with customers/partners via phone, chat, and email.
• Respond to support needs: order processing, presales inquiries, license fulfilment, and related requests.
• Provide remote guidance and walkthroughs; conduct sessions on Autodesk Account features.

Connaissances

Multilingual support

Windows OS

MS Office

Description du poste

Job Requisition ID # 26WD101569 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. This is a 12 month fixed term contract.

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
• 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
• Drive 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
• 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
• Identify ideas for process improvements, system enhancements or automation that will reduce efforts for customers and internal co-workers
• Leverages Autodesk’s Great Behaviors Guide for guidance on performance relating to the values and Ways We Work at Autodesk
• Meet or exceed operational KPIs

Minimum Qualifications

• On-time Training Live Support Adherence
• Willingness to work varying shifts and OT as necessary to meet demands of business and customers
• 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
• Strong team player; comfortable providing feedback to colleagues
• Demonstrate accountability and ownership of tasks and behaviour, as well as strong attention to details
• Fluent in English, French and Italian
• Please note that only candidates already based in Ireland will be considered Regular office attendance in Dublin is mandatory

Preferred Qualifications

• Other EMEA languages an advantage
• 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

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.

Salary transparency Salary is one part of Autodesk’s competitive compensation package. For Ireland based roles, we expect a starting base salary between 31,500 EUR and 46,200 EUR. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.