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Senior Specialist / Team Lead
Autodesk
San Rafael, CA, United States
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Senior Specialist, Team Lead
Location: San Rafael, CA- United States
Job ID: 19WD32265
Position Overview
As a Client Services representative, you will be a critical part of Autodesk’s help experiencing ensuring customers have instant access to their software. The position involves strong troubleshooting, problem solving, and communication skills. You will be responsible for ensuring that customer problems are properly analyzed, documented, and resolved with the goal of creating an exceptional customer experience and an environment of shared team knowledge.
Responsibilities
• Customer Support
• Ensure Autodesk customers have immediate access to all software products purchased
• Ensure high level of customer satisfaction. Receive, investigate, and respond to customer inquiries regarding products, verification, registration and activation, license fulfillment 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
• Handle multiple chats and to respond to customer inquiries through e-mail, chat and/or phone. If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by specialists
• Respond to escalated partner/customer issues
• Proficient in technology, including ability to learn platforms our partners/customers interact with to access our products and services, as well as internal applications
• Provide feedback and quality assurance on processed cases, including helpful insights and analysis to improve first contact resolution rates and response times
• Work in a faced paced, rapidly changing environment while maintaining professionalism with customers and internal audiences
• Educate customers/partners on resources available and promote the self-service tools. May include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internally
• Perform onboarding for internal and external parties related to operational policy and process.
• Create and modify content in shared knowledge base
• Communicate and work closely with local sales office to address customer related issues and order questions. Work closely with sales for 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
• Recommend to management solutions to difficult customer issues insuring customer needs are always met
• Willingness to work varying shifts and OT as necessary to meet demands of business and customers
Operational Support
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 regard to Autodesk policies and procedures
Generate and analyze regular and ad hoc reports for management, sales representatives and/or channel partners
Document policies and procedures based on expertise in specific
Minimum Qualifications
• Strong communication skills
• 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, you can work in different 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.