Autodesk
Product Support Representative
Overview
The Product Support Representative will provide exceptional support to customers, addressing queries ranging from general training to critical technical issues, while maintaining service level agreements and collaborating with internal teams.
About Autodesk
Autodesk is a global leader in software for architecture, engineering, construction, product design, manufacturing, media, and entertainment. They provide tools that help innovators turn ideas into reality, focusing on sustainable design and manufacturing processes.
Requirements & Eligibility
- 3+ years in customer service (live chat, email, phone) preferably in a SaaS environment
- Proficient in troubleshooting customer queries, gathering information, recreating issues, and providing clear solutions
- Strong computer skills, including MS Office and quick learning of new applications
- Experience meeting service level targets
- Collaborative work ethic, with high integrity and accountability
- Effective multitasking and task prioritisation
- Excellent verbal and written English
- Passionate about personal and organisational development
Key Responsibilities
- Provide customer support via online chat, phone calls and emails
- Monitor support queues, maintaining service levels for response and resolution times
- Own cases from start to finish, communicating effectively with customers and internal stakeholders
- Escalate and coordinate with relevant business units, such as development, sales, account management, and finance
- Cater to different customer personas and varying levels of technical proficiency
- Participate in proactive customer support activities, including conducting training webinars
- Contribute to the development and maintenance of the customer knowledge base
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