Client Services Representative

Autodesk; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

Autodesk in Singapore is seeking a Client Services Specialist to ensure customers have instant access to software and partner orders, handling inquiries with high quality in line with global principles. You will troubleshoot and resolve issues while documenting cases to deliver an exceptional customer experience.

The role requires strong communication skills, 3+ years in client services, and fluency in Korean and English; other languages are a plus.

Qualifications

• 3+ years in a customer-facing or client services role.
• Experience in a customer service environment and meeting KPIs.
• Fluency in Korean and English is required; other languages are a plus.

Responsibilities

• Ensure customers have immediate access to Autodesk software and partner orders.
• Communicate with customers/partners via phone, chat, and email.
• Investigate, document and resolve support needs including access, sign-in and license issues.
• Provide product guidance and how-to sessions on Autodesk Account features.
• Collaborate with cross-functional teams and act as a liaison across departments.
• Support partner enablement and onboarding activities.

Skills

Customer facing

Communication

Korean language

English language

Job description

Position Overview

As a Client Services Specialist, you will be a critical part of Autodesk's help to ensure our customers have instant access to their software and partner orders and related inquiries are handled with a high level of quality in accordance to defined global principles and guidelines. The position involves strong troubleshooting, problem-solving, and communication skills. 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.

Job Requisition ID #

26WD100696

Position Overview

As a Client Services Specialist, you will be a critical part of Autodesk's help to ensure our customers have instant access to their software and partner orders and related inquiries are handled with a high level of quality in accordance to defined global principles and guidelines. The position involves strong troubleshooting, problem-solving, and communication skills. 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.

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 deter mine root cause of access issue
• Ability to communicate with customers/partners across multiple modalities; including but not limited to phone, chat, and web/email
• Ensure high-level of customer /partner satisfaction. Receive, investigate, and respond to support needs and issues; including order processing and inquiries related to 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
• 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, including ability to learn platforms our partners/customers interact with to access our products and services, as well as internal applications
• Work in a fast-pace, rapidly changing environment while maintaining professionalism with customers, partners, and internal audiences
• Educate customers/partners on resources available to self-serve. This may include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internally
• Create and modify content in shared knowledge base for use by all of 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 local sales office to address customer related issues and order question
• Work closely with sales for 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 behaviour, as well as strong attention to details

Minimum Qualifications

• Minimum 3+ years in Customer Facing or Client Services position
• Experience in a customer service environment
• Meet or exceed operational KPI
• 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 Korean (Native)/English. Other languages an advantage
• Strong verbal and written communication
• Ability to identify trends and propose solutions
• Service-oriented
• Technology Savvy
• Creative and Innovative
• Adaptable; 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

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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, inform 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.

Belonging

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

In-Person Onboarding and Identity Verification

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