Job Requisition ID # 23WD72153
Position Overview As a Client Services Specialist, you will be a vital part of Autodesk's support, ensuring our customers' requests are actioned with care and understanding. You will ensure that customer and partner problems are analyzed and resolved with the goal of creating a great customer experience in an environment of shared team knowledge. You will report to the Senior Manager Client Services. We value hybrid working, and if you live near enough to one of our offices, you are welcome to work there some or all of the time, but remote working is also supported in Ireland. However, we would like you to join your team on a monthly basis to meet up.
Responsibilities You will ensure Autodesk customers have immediate access to all software products purchased, which may include troubleshooting Autodesk back-office systems or using third-party tools to view customers' machines to determine the cause of access issues. You will communicate with customers/partners across multiple systems, including phone, chat, and email (web and Outlook). You will ensure a high level of customer and partner satisfaction. You will receive, investigate, and respond to support needs, including order processing and inquiries related to presales, product access, account sign-in, license fulfillment, and other support requests. You will provide information on Autodesk Account features and capabilities and conduct "how to" sessions with customers and partners. You will be a subject matter expert as it relates to Autodesk policies, processes, and tools. You will be responsible for initiatives related to partner enablement and partner effectiveness, including delivery of partner onboarding and training, participation in internal and external forums, and partner service reviews. You are proficient in technology, including Windows operating systems, and will learn our internal systems that our partners and customers use to access our products and services. You will educate our customers and partners on resources available to self-serve, providing hands-on training, creating content, guiding via remote access, readiness call activities, and delivering webinars. You will liaise with sales teams to address customer-related issues and order questions. You will look for areas to improve both processes and systems and automated solutions. Minimum Qualifications You will have great communication skills. You can identify trends and propose solutions to recurring problems. You have technology skills in a Windows environment and like to learn about new platforms and tools. You enjoy working in a customer service role providing live support. You will work from 7 am until 3:30 pm weekdays. You are fluent in English and German, and it would be great if you spoke one other European language, preferably Spanish.
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