Hybrid Cloud Support Specialist

Socket.dev; Atlanta (GA); Hybrid; USD 39,000 - 69,000; Full time

Job summary

Autodesk in Atlanta, GA is seeking a Customer Support Associate who thrives on helping customers through live chat, email, and phone. The role blends hands-on troubleshooting with clear, patient explanations and a focus on delivering an excellent customer experience.

You will collaborate with Product, Customer Success, Sales, and other teams to resolve issues, document investigations, and advocate for customers while upholding Autodesk's Culture Code.

Qualifications

• Experience in customer service or SaaS support preferred.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Familiarity with web browsers, mobile apps, and cloud-based software.
• Manage multiple customer interactions with accurate documentation.
• Be patient, empathetic, and professional with customers.
• Collaborate with internal teams and stakeholders.
• Ability to work some holidays based on business needs.

Responsibilities

• Support customers through live chat, email, and outbound phone.
• Document cases clearly and track progress with ownership and timely follow-up.
• Troubleshoot cloud-based software across browsers, mobile, OS, and networks.
• Explain technical steps in clear, patient language to customers.
• Collaborate with Tier 2, Product, Customer Success, Sales, Finance and others to resolve issues.
• Escalate blockers and communicate customer impact to leadership and escalation teams.
• Participate in support projects, training, and quality initiatives.
• Embody Autodesk's Culture Code in daily work and team goals.
• Note: responsibilities are not all-inclusive and may evolve.

Skills

Customer service

Technical troubleshooting

Written communication

Verbal communication

Cross-team collaboration

Problem-solving

Job description

Autodesk in Atlanta, GA is seeking a Customer Support Associate who thrives on helping customers through live chat, email, and phone. The role blends hands-on troubleshooting with clear, patient explanations and a focus on delivering an excellent customer experience.

You will collaborate with Product, Customer Success, Sales, and other teams to resolve issues, document investigations, and advocate for customers while upholding Autodesk's Culture Code.