th customers/partners across multiple modalities; including but not limited to phone, chat, and email (web and Outlook)
Ensure high-level of customer /partner satisfaction.
Receive, investigate, and respond to support needs; including order processing and inquiries related to presales, product access, account sign-in, license fulfilment and other miscellaneous support requests
Provide information on Autodesk Account features and capabilities; conduct how to sessions with customers and partners as needed, both instructive and via remote access
Serve as a subject matter expert as it relates to Autodesk policies, processes, and tools
Responsible for initiatives related to partner enablement and partner effectiveness; this includes delivery of partner on-boarding and training, participation in internal and external forums and partner service reviews
Proficient in technology. This includes having an existing familiarity with Windows operating systems and Microsoft Office products, having the ability to learn internal applications and platforms our partners/customers interact with to access our products and services
Work in a fast-pace, rapidly changing environment while maintaining professionalism with customers, partners, and internal teams
Educate customers/partners on resources available to self-serve. This may include providing hands-on training, creating effective content, guiding via remote access, execute readiness call activities and delivering webinars externally/ internally
Create and modify content in shared knowledge base for use by all internal Autodesk support resources and/or customers and partners
Collaborate with cross-functional teams to deliver efficient service solutions to customers and partners
Communicate and work closely with sales teams to address customer related issues and order questions. Work closely with sales for eStore sales campaigns and quarter-end activities such as order entry cut-off dates
Act as a liaison with various departments throughout the company
Be a trusted advisor to internal/external parties
Strong team player; comfortable providing feedback to colleagues
Demonstrate accountability and ownership of tasks and behavior, as well as strong attention to details
Identify ideas for process improvements, system enhancements or automation that will reduce efforts for customers and internal co-workers
Meet or exceed operational KPIs
Leverages Autodesk's Great Behaviours Guide for guidance on performance relating to the values and Ways We Work at Autodesk
Live Support Adherence
Willingness to work varying shifts and OT as necessary to meet demands of business and customers
Fluent in English and German and one other European language preferably Spanish
Strong verbal and written communication
Ability to identify trends and propose solutions
Service-oriented, willing to go the extra mile to provide a positive customer experience
Technology-savvy, comfortable working with PCs and core programs, and able to quickly learn new platforms and tools in a Windows environment
Creative and Innovative, applies understanding of processes towards addressing new problems or improving existing processes
Research and investigation skills - ability to effectively find and leverage information from different sources
Adaptable, has the ability to manage multiple priorities and demands using own initiative in a fast-paced and dynamic environment
Pragmatic, comfortable asking questions and challenging the status quo
Experience in a customer service environment
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://https://www.autodesk.com/company/diversity-and-belonging
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).