Customer Support Associate

Autodesk, Inc.; Denver (CO); On-site; USD 38,500 - 68,970; Full time

Job summary

Autodesk, Inc. in Denver is seeking a Customer Support Associate to help customers with daily operations, combining technical troubleshooting with a passion for feedback.

This hybrid role offers work-from-home opportunities and the chance to become a knowledgeable asset in construction software. The role involves handling live chat, email, and phone inquiries, onboarding customers, and collaborating with Sales, Engineering, and Success teams to ensure a great customer experience and timely

Qualifications

• 1+ years in Customer Support (email, phone, live chat) in a SaaS environment.
• Understanding of technical troubleshooting vs brute-force approaches.
• Experience using service indicators to drive customer success.
• Elevated verbal and written communication with composure and patience.

Responsibilities

• Support customers via live chat, email, and phone.
• Troubleshoot technical issues, onboarding, setup, and subscription inquiries.
• Log tickets with accurate information and maintain a complete issue/resolution record.
• Collaborate with Sales, Customer Success, Engineering, Finance to ensure quality interactions.
• Communicate daily with Tier2 and leadership to raise user concerns and product feedback.
• Participate in support-related projects to improve team performance.
• Uphold Autodesk’s Great Behavior values in daily work and team goals.

Job description

Position Overview

Our Customer Support Team is motivated, smart, and recognized for their willingness to problem solve with positivity. We are a global team focused on helping customers with their daily questions across all products and ensuring 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, becoming a knowledgeable asset in construction software and transforming a multi-trillion industry. This is a hybrid role with work-from-home opportunities.

Responsibilities

• Support customers by live chat, email, and phone.
• Troubleshoot technical issues, product usage questions, onboarding, setup, and subscription inquiries.
• Report technical issues and log tickets with accurate information to maintain a complete record of each issue and resolution.
• Collaborate with other teams (Sales, Customer Success, Engineering, Customer Experience, Finance) to ensure quality interactions and promote the voice of the customer.
• Communicate daily with Tier2 (Technical Team, Specialists) and leadership to raise important user concerns, customer sentiment, and product feedback.
• Participate in support-related projects to apply unique skill sets and improve the team.
• Embodies Autodesk’s “Great Behavior” values on the “how” (courage, accountability, smart) and the “what” (team goals – CSAT, quality, productivity, adherence and more).

Minimum Qualifications

• 1+ years in Customer Support (individual contributor) with experience in email, phone, and live chat in a SaaS environment.
• Understanding of technical troubleshooting versus brute-force approaches.
• Experience using service indicators to achieve customer success.
• Elevated verbal and written skills with composure and patience.
• Previous experience troubleshooting and supporting iOS, Android, and Windows platforms and cloud-based software such as Microsoft Suite and OneDrive.
• Collaborative and consultative work style with high integrity and accountability.
• Ability to juggle multiple tasks simultaneously; strong customer interaction, resource utilization, peer support, and motivation to learn.

Benefits

From health and financial benefits to time away and everyday wellness, we provide benefits that help our employees do their best work. Salary transparency: For U.S.-based roles, the starting base salary is between 38,500 and 68,970 USD, with additional bonuses, commissions, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.