Customer Support Representative

Portland, OR, United States Posted 9 days ago
Main Location
San Rafael, CA, United States
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Customer Support Representative 

Location:   Portland, OR - United States

Position Overview

Representative  Location:  Portland, OR - United States Job ID:  19WD33158   Responsibilities - Enter orders into the appropriate system insure compliance with all Pricing and Discount policies and SOX requirements - Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external - Fill internal/external customer requests with regards to Autodesk policies and procedures - Generate and analyze regular and ad hoc reports for management, sales representatives and/or channel partners - Ensure high level customer satisfaction - Receive, investigate, and respond to customer inquiries regarding products, verifications, registration and activation, license fulfillment via physical shipments or electronic downloads and complaints - Provide information regarding order status, shipping dates, prices, product availability, and back orders - Analyze and research historical data to solve customer issues - Log quality problems or issues in database - Respond to customer inquiries through e-mail, fax, chat and/or phone (either direct or queue system) - If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by escalations - Build customer relationships in-person or by phone - Proactively suggest solutions based on knowledge of customer’s business and past purchase history - Educate customers/partners on resources available and promote the self-service tools - Perform onboarding for internal and external parties related to operational policy and process - Create and modify content that is consistent with KCS standards - Publish content internally and externally - Communicate and work closely with local sales office to obtain approvals for returns and/or credits - Maintain records of returns, schedule changes, product enhancements or changes, product pricing, and return credits - Work closely with sales for quarter-end activities such as order entry cut-off dates - Proficient in all technology platforms a partners/customer interacts with to access our products our services, including My Account, Partner Center, web services, etc - Act as a liaison with various departments throughout the company - Be a trusted advisor to internal/external parties - Recommend to management solutions to difficult customer issues insuring customer needs are always met Minimum Qualifications - Fluent in English. Other languages an advantage - Strong communication skills Preferred Qualifications - Analytical skills/Ability to identify trends, you have the initiative to work with the appropriate channels to drive corrective and preventative actions - Digitally native, you use social media to communicate with others - Desire, you want to grow with the company - Service-oriented, you are mindful and deliberate about the customer experience you deliver - Innovative, you challenge conventional practices and suggest better approaches - Decisive, you identify bright spots and root causes, and get beyond treating symptoms to measurable results - Advocating, you adjust to meet customer service performance measures - Influential, you know when to engage others to accomplish shared goals - Curious, you learn rapidly, eagerly and independently - Passionate, you are tenacious and resilient - Flexible, can work in different shifts and global time zones for meetings and calls

About Autodesk

With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.

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