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Client Services Representative
Autodesk
San Rafael, CA, United States
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Client Services Representative
Location: San Rafael, CA- United States
Job ID: 18WD29317
Position Overview
As an eStore Support Specialist, you will be critical part of the Autodesk help experience to assist customers to select, purchase, and get up and ready using Autodesk products.
You will support customers with all aspects of customer service and pre-purchase inquiries while developing and maintaining a positive customer experience. You will coordinate with various functions within the company to ensure customer requests are handled appropriately and take ownership for meeting the needs of customers.
Responsibilities
• Respond to customer inquiries supporting various methods of contact including phone, chat, web form
• Collaborate with different departments and peers for resolution
• Provide service within Service Level Agreements ensuring customer's request is fully resolved to their satisfaction
• Promote the purchase of Autodesk products including recommending products, identifying up-sell opportunities, and qualifying leads
• Receive, investigate and respond to customer requests regarding license verifications, registration, installation and activation assistance, general Customer Service and supporting Autodesk policy and processes
• Respond to customer inquiries by analyzing and researching information to solve customer's request.
• Log all customer inquiries using our CRM system, Salesforce.com
• Recommend to management solutions to difficult customer issues ensuring customer needs are always met
• Suggest and participate at the creation and review of Self-Help content and knowledge base content
• Build customer relationships; proactively suggest solutions (either written or online) based on customer's request, knowledge of customer's licensing, or past purchase history
Minimum Qualifications
• Passion for customer service, working in a fast paced environment, and problem solving
• Excellent soft-skills, empathy, and willingness to own resolution on a customer request
• Ability to convey technical information, product features/capabilities to customers verbally and written
• Capability to approach problems in a rational and analytical manner to ensure comprehensive and effective resolution. Strong critical thinking skills
• Strong teamwork and collaboration skills that extend across cultural and ethnic backgrounds within a global setting
• Proven ability to be flexible and learn quickly in a dynamic environment
• Comfortable communicating with customers over a variety of channels, such as phone, email, and chat
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.