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What Autodesk Has to Offer:
Autodesk makes the software and tools that help people imagine, design, and make a better world. If you've ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you've experienced what millions of Autodesk customers are doing with their software. Autodesk offers their employees benefits like:
Job Type
Full Time
Job Details
Job Requisition ID # 24WD77774 Position Overview GCPay, a leading solution in the United States and Canada, provides the commercial construction industry with a simplified electronic platform to manage the entire invoicing process as it relates to the submission and review of the application for payment, creation, and exchange of lien waiver and notification and exchange of required compliance items. We have customers in all 50 states and Canada. In this role, you will provide bi-lingual (English and Spanish) support to our clients using GCPay by phone, email, and live chat. This is a remote role. This role will be fully remote, and you will work east coast hours and you will report directly to the Customer Service Associate Manager. This role will be fully remote. Responsibilities
- Support customers by live chat, email, and phone. Interactions include: troubleshooting technical issues, product usage questions, onboarding, and set 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, accountability, smart) and the 'what' (team goals – CSAT, quality, productivity, adherence, and more)
- You are seen throughout the organization as accountable, optimistic, and respectful. Employees and customers know that items in your hands will be taken care of quickly
- You have a continuous improvement mindset and an abundance of ideas
- Taking inbound calls, emails, chats from users needing help - ranging from immediate / critical issues through to enhancement requests for changes to the product
- Monitoring the support queue - ensuring our service levels are maintained for both responding and closing requests
- Owning all cases through to completion, liaising with the customer and setting realistic expectations and communicating through to completion
- Troubleshooting technical software issues, including recreating issues
- 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 with 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, 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
About the Company
Autodesk
San Francisco, CA, United States
We believe flexibility in how and where work gets done is good for our people and teams. Embracing a hybrid-first model allows us to better meet... Read more