Job Description
Support customers and internal users who use the Autodesk Construction Cloud suite (and other Autodesk products) on multiple platforms. Our channels of communication are live chat, email, and, screen-share, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, subscription inquiries, and carrying customer’s voice to internal teams to drive the business forward
Perform extensive front-line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality
Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)
Communicate daily with the Tier 2 Team, SMEs, and Support Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback
Take part in interesting and challenging support-related projects that will allow you to utilize your unique skillset and make an impact on our team
Attend the office on a weekly basis for in-office meetings, 1:1 coaching, and training events
Minimum Qualifications
Exceptional written and verbal communication skills
Written Japanese language proficiency
Have a proven track record of exceptional customer support experience
Remarkable empathy and listening skills. You really enjoy learning from and talking to our customers. You have amazing composure and are very patient
Have attention-to-detail with an analytic and technical mindset that helps you troubleshoot and evaluate issues quickly, efficiently, and accurately
Are resourceful and not afraid to tackle difficult questions on your own; driven to work hard with minimum supervision
Are a master multi-tasker nailing the art of juggling multiple things at once, while handling emails, supporting your peers, and constantly learning new things
Have an amazing work ethic, are adaptable and a team player. You can identify where help is needed and are motivated to pitch in, coach, and train your peers
Thinks outside the box and use resources to come up with solutions
Understand and can express how policy and procedure yields successful results for Autodesk and their customers; are transparent and honest
Are comfortable navigating a CRM
Understand the basic functionality of Apple iOS, Android, and web browser platforms as well as cloud-based software like Microsoft Suite, One Drive, etc
Are experienced in breaking down complex concepts into day-to-day terminology to help customers of all technical proficiencies
Preferred Qualifications
Previous experience troubleshooting and supporting web, iOS and Android platforms
Familiarity with support-centric KPIs and Metrics
Mastery of Salesforce
Experience with chat systems
Familiarity with AI productivity tools
Familiarity with the construction industry
Understand the customer journey (from sales to adoption to support)
Your personal brand – how you present yourself - is exceptional
Perform extensive front-line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality
Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)
Communicate daily with the Tier 2 Team, SMEs, and Support Leadership to report support issues, bugs, important user concerns, customer sentiment, and product feedback
Take part in interesting and challenging support-related projects that will allow you to utilize your unique skillset and make an impact on our team
Attend the office on a weekly basis for in-office meetings, 1:1 coaching, and training events
Minimum Qualifications
Exceptional written and verbal communication skills
Written Japanese language proficiency
Have a proven track record of exceptional customer support experience
Remarkable empathy and listening skills. You really enjoy learning from and talking to our customers. You have amazing composure and are very patient
Have attention-to-detail with an analytic and technical mindset that helps you troubleshoot and evaluate issues quickly, efficiently, and accurately
Are resourceful and not afraid to tackle difficult questions on your own; driven to work hard with minimum supervision
Are a master multi-tasker nailing the art of juggling multiple things at once, while handling emails, supporting your peers, and constantly learning new things
Have an amazing work ethic, are adaptable and a team player. You can identify where help is needed and are motivated to pitch in, coach, and train your peers
Thinks outside the box and use resources to come up with solutions
Understand and can express how policy and procedure yields successful results for Autodesk and their customers; are transparent and honest
Are comfortable navigating a CRM
Understand the basic functionality of Apple iOS, Android, and web browser platforms as well as cloud-based software like Microsoft Suite, One Drive, etc
Are experienced in breaking down complex concepts into day-to-day terminology to help customers of all technical proficiencies
Preferred Qualifications
Previous experience troubleshooting and supporting web, iOS and Android platforms
Familiarity with support-centric KPIs and Metrics
Mastery of Salesforce
Experience with chat systems
Familiarity with AI productivity tools
Familiarity with the construction industry
Understand the customer journey (from sales to adoption to support)
Your personal brand – how you present yourself - is exceptional
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Associate position is now open for candidates interested in the Customer Care sector. This role in North Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
