Customer Support Associate

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

Job summary

Autodesk in Denver, CO is seeking a Customer Support Associate to assist customers via live chat, email and phone, troubleshoot issues, and guide product usage across our construction software portfolio.

This hybrid role offers work-from-home opportunities, cross-team collaboration, and a path to growth within a global company dedicated to transforming a multi-trillion industry while delivering outstanding customer experiences.

Qualifications

• 1+ year in SaaS customer support with email, phone, and live chat.
• Strong verbal and written communication; patient and composed.
• Experience troubleshooting across iOS, Android, Windows and cloud-based software like Microsoft 365.
• Collaborative and accountable work style with integrity.
• Ability to juggle multiple tasks and learn quickly.

Responsibilities

• Support customers by live chat, email, and phone; log tickets with accurate information.
• Collaborate with Sales, Customer Success, Engineering and others to represent the voice of the customer.
• Communicate daily with Tier 2 and Leadership to raise user concerns and product feedback.
• Participate in support-related projects to improve the team.
• Uphold Autodesk's Great Behavior values and team goals.
• Be seen as accountable, optimistic, and respectful.

Skills

Customer support

SaaS experience

Communication skills

Troubleshooting

Collaboration

Tools

Microsoft 365

OneDrive

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 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).
• Be 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 and OneDrive.
• Have a collaborative and consultative work style with an elevated level of integrity and accountability.
• Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, motivated to learn new things.

Equal Employment Opportunity

At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. 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.

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.

Salary Transparency

For U.S.-based roles, we expect a starting base salary between $38,500 and $68,970. 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.