Hybrid SaaS Support Specialist — Atlanta

Autodesk; Atlanta (GA); Hybrid; USD 39,000 - 69,000; Full time

Benefits offered by this job

Hybrid work options

In-person onboarding

Job summary

Autodesk in Atlanta, GA is hiring a Customer Support Associate to help customers with live chat, email, and phone inquiries. You will troubleshoot cloud-based software, document cases, and collaborate with product, sales, and success teams to resolve issues.

The role requires strong communication, problem-solving, and a customer-first mindset, with some holidays and a hybrid work setup available in this dynamic, global software company.

Qualifications

• Experience in customer service, technical support, help desk support, SaaS support, or another customer-facing environment preferred.
• Strong written and verbal communication skills, including organizing information and documenting investigations.
• Demonstrated problem-solving skills and structured troubleshooting ability.
• Ability to explain technical concepts to customers with varying levels of experience.
• Familiarity with browsers, mobile apps, cloud software, and multiple OS.
• Ability to manage multiple interactions with accurate documentation and follow-up.
• Professionalism, empathy, and patience when assisting frustrated customers.
• Ability to collaborate with internal teams and advocate for customers.
• Willingness to work a structured schedule and holidays when needed.

Responsibilities

• Support customers via live chat, email, and outbound phone with technical troubleshooting and onboarding.
• Manage multiple active cases with careful documentation and timely follow-up.
• Troubleshoot cloud-based software across browsers, mobile apps, OS, and networks; gather data and test hypotheses.
• Explain technical steps clearly and adapt language for different audiences.
• Collaborate with Tier 2, Product, Customer Success, and other teams to resolve issues and identify patterns.
• Escalate blockers and communicate customer impact to leadership and escalation teams.
• Participate in projects, training, and quality initiatives to improve the team.

Skills

Customer service

Technical support

SaaS support

Communication

Troubleshooting

Job description

Autodesk in Atlanta, GA is hiring a Customer Support Associate to help customers with live chat, email, and phone inquiries. You will troubleshoot cloud-based software, document cases, and collaborate with product, sales, and success teams to resolve issues.

The role requires strong communication, problem-solving, and a customer-first mindset, with some holidays and a hybrid work setup available in this dynamic, global software company.