Customer Support Associate

About the Role

The Customer Support Associate will support customers through their daily operations with passion and an appreciation for all feedback. This role aims to transform a multi-trillion-dollar industry by becoming a knowledgeable asset in construction software. This is a hybrid role located in Atlanta, Georgia, with work-from-home opportunities.

Key Responsibilities

• Support customers through live chat, email, and outbound phone, addressing technical troubleshooting, product usage questions, onboarding, account setup, mobile application support, and subscription inquiries.
• Manage multiple active customer cases, documenting interactions accurately and providing timely follow-up.
• Troubleshoot issues in cloud-based software across web browsers, mobile applications, operating systems, and networks, using a structured process to gather information, form hypotheses, and isolate variables.
• Explain technical concepts and troubleshooting steps clearly and patiently to customers of varying technical experience.
• Collaborate with Tier 2, Product, Customer Success, Sales, Finance, and other Support teams to resolve customer issues and identify recurring concerns.
• Advocate for customers by following up with internal stakeholders, escalating blockers, clarifying customer impact, and communicating customer sentiment to leadership and escalation teams.
• Participate in support projects, documentation improvements, training, and quality initiatives to enhance team effectiveness.
• Embody Autodesk's "Culture Code" and contribute to team goals such as CSAT, quality, productivity, and schedule adherence.

Requirements & Tech Stack

• Customer service, technical support, help desk support, SaaS support, or other customer-facing environment experience.
• Strong written and verbal communication skills, including organizing information, writing customer responses, documenting technical investigations, and communicating with various audiences.
• Demonstrated problem-solving skills and the ability to approach unfamiliar issues with a logical and structured troubleshooting process.
• Ability to explain technical concepts and instructions to users with limited technical experience.
• Familiarity with web browsers, mobile applications, iOS, Android, Windows, and cloud-based software.
• Ability to manage multiple customer interactions and open cases while maintaining accurate documentation and follow-up.
• Composure, patience, empathy, and professionalism when dealing with frustrated customers or situations without immediate resolution.
• Ability to collaborate effectively with internal teams and advocate persistently for customers.
• Ability to work effectively within a structured schedule and communicate proactively regarding priorities or case complexity.
• Ability to work some holidays based on business needs and team scheduling.

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